If your company has grown and now encompasses several regional offices, it’s likely you have several customer service agents in each office, a management team to oversee them, and local IT and analytics support to boot.
But there could be some inconsistencies between offices: Maybe each is using a different telephony platform, and maybe those solutions are outdated. Can your agents switch from inbound and outbound phone calls to email or web chat on the same screen? Can they help customers who speak Spanish or other languages?
When these questions arise, and when costs seem to be getting unmanageable, it may be time to consider consolidating contact center operations at one main location (with a backup for business continuation).
By consolidating contact centers, you could ditch disparate tech platforms and run the latest and greatest cloud-based multichannel solution. You could streamline your management and tech support teams. You could save money on travel, labor and real estate costs. This list goes on.