What is the better call center solution? To have a big centralized center or have more but smaller local ones?

Communiquez avec les autres et partagez vos connaissances professionnelles

Inscrivez-vous ou connectez-vous pour rejoindre votre communauté professionnelle.

Next Question:
Call center for customer care on CRM software?
Posted by:
online CRM
12-November-2020

What do you think the customers are more happy to talk with local persons via phone or can be tolerant enough to talk someone from abroad meanwhile recognizing the accent of the speaker.

Service Delivery Call Center

Question ajoutée par Utilisateur supprimé
Date de publication: 2013/08/15

Apprécier (1) Vues (6) Suiveurs (0) Réponses (2) Report Question

Ajoutez Une Réponse
Inscrivez-vous ou connectez-vous pour répondre.

2 Réponses

par PRAVEEN VARMA , General Manager , Conoil Plc, Aappa Terminal

Both the systems have their merits and de-merits.
In the centralized call centre the issue of accent, local speaker etc are there but at the same time the operational overheads are within control.
However for smaller local call centre, the overhead cost will increase.
But if we are thinking the call centre only for one country then one centralized call centre is preferred then the local ones with Toll-Free number.

Apprécier (2)

Déprécier Réponses () Rapport

par Taleb Elwan , IT Head , National Express cards company

i believe the more we get small centered call centers the more better results we get,less expenses,better work environment,more geoghraphically ditribution,less maintainance coasts .

Apprécier (1)

Déprécier Réponses () Rapport