Independent Consultants Specializing in

Contact Center Management and Technology

Call Center Consolidation Bookmark and Share

Operating contact centers is an expensive endeavor.  It is also a difficult environment to manage effectively.  As the number of physical contact centers within an organization grows, the following challenges arise:

  • How can you effectively manage a disbursed environment?

  • How do you manage costs?

  • How can you deliver consistent service to customers?

Consolidation Factors

CCPro understands the key factors driving decisions of whether or not to consider contact center consolidation.  Our approach to these projects addresses each of them, including:

  • Return on Investment

  • Labor resource availability

  • Staffing impact

  • Facility requirements

  • Site Location

  • Business continuity

  • Technology requirements

  • Transition plans

Planning Tools

CCPro utilizes the most effective planning tools to assist our clients in determining the impact, positive or negative, on consolidating contact centers.  The most significant example is our use of sophisticated contact center simulation software that allows us to duplicate the current environment, then conduct “what if” planning that uses actual customer transaction volumes and patterns to determine the ideal number of contact center sites.  As important, the simulation tool provides results that give an accurate and credible estimate of the impact of consolidation in terms of staffing, costs, etc.

What are the benefits?

Our contact center consolidation program results in many benefits, including:

  • Reduced risk

  • More accurate prediction of results

  • Better overall result

  • More credible business case and ROI

  • Significant benefit realization

  • Faster speed to market

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