CH Consulting Group can support your business through strategic, consultative services for call center consolidation. We can examine the current state of your call centers and develop a consolidation strategy that would best drive efficiencies in five primary areas: operations, technology, facilities, and processes. The goal is to convert your core company competency (ex. Customer Care of Sales) into a consolidated, strategic asset and improve standardization and efficiencies company-wide.
Depending on the number of call center locations, CHCG recommends a systematic approach for the site visit where we visit the corporate office plus a sample selection of call center sites. This will allow CHCG to efficiently assess current state of call center operations. Our strategy will provide you with:
- Operations Strategy – CHCG will provide an action plan for short-term operational improvements that will allow you to experience instant operational cost savings. These low-hanging fruit opportunities can help to offset the investment needed to implement full consolidation recommendations
- Return on Investment and ROI based modeling, if needed – Where there is opportunity to run modeling based on recommendations that will result in improved cost management and/or KPI improvements, CHCG will provide assistance and samples of models to evaluate options on process, technology, work force management and workflow improvements including outsourcing scenarios.
- High Level Call Center Consolidation Strategy – Based upon the initial assessment CHCG will provide a high-level call center consolidation plan with recommendations that will employ a disciplined, systematic approach that provides you with significant operation cost savings and gained customer experience benefits including draft technical requirements.
- High level draft consolidation draft timeline/plan— Including full timeline draft, key milestones, and resources required
- Location consolidation cost analysis and recommendations– full labor market analysis, infrastructure costs, cap ex, technology for up to 4 identified markets
If you are in need of a multi-site call center consolidation strategy for your business, I’d love to learn more about your needs. Please make sure to fill out a form today for a free proposal!
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