By Wayne Scaggs
Considerations that make a distributed call center attractive may be focused on the customer base. Are calls being distributed elsewhere that require you to have a local presence? Another consideration is staff. Is the qualified staff you trained no longer local? Perhaps there is qualified staff in a distant location who were trained by someone else.
Another consideration is good management. In a distributed call center, you and your manager will not be able to personally observe agents, so you must have excellent reporting and monitoring tools. The distribution of your call center must be transparent for management and customer satisfaction.
Your decision to go distributed may resolve a number of current issues, boost revenues, or maintain invaluable staff to enhance your business. However, good solutions that resolve existing issues invariably create new growth opportunities that you may have never considered.
Remember the old adage, “The grass looks greener on the other side of the fence?” Well, it may just be because they took better care of the lawn. The distributed call center model requires more effort to implement and maintain. Do you see the opportunities?
Wayne Scaggs is president of Alston Tascom, Inc., which offers an end-to-end contact center solution using digital telephony. Contact Alston Tascom at 909-548-7300 or firstname.lastname@example.org.
[From Connection Magazine – October 2008]