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Regional Sharing for Contact Center Services

Posted: by: Chuck Ciarlo

In 2016, a process will begin in Connecticut designed to consolidate different municipal and district services, in an effort to both lower costs and to offer these services in a more streamlined and consistent manner. 

Contact centers, including those devoted to public health, pension administration and emergency call handling, are among those that may be consolidated by region. According to one study, lowering the number of emergency call centers from more than 100 to just eight could be achieved without impacting service. 

Such changes may be headed for the private sector as well. New contact centers are sometimes established for one individual line of business or new venture, which does not have to fit efficiently into a larger enterprise. That can result in wasted resources and replicated technology platforms. 

The company that carried out the study, launched a program to achieve more efficient economies of scale based on resources, facilities, technology and processes. It was discovered that there were a number of opportunities for savings, including:

Resource pooling, combining hiring profiles and skill requirements (10-20% savings)

Process simplification and workforce management efficiencies (10-15% savings)

Common critical monitoring and reporting metrics (10-15% savings)

Shared CRM applications and improved call routing efficiencies (5-10% savings)

Optimized common agent desktop tools (5-10% savings)

Contact center consolidation is one of the primary ways to improve operational efficiencies and improve constituent satisfaction. Is it something your company should consider? 


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