Can anyone help me explain the negative effects from splitting up a call centre from one combined skill into four or five please?
I am aware through call distribution staffing requirements will increase but I need a way of "dumbing it down" to help explain the possible back lashes from doing such a thing? Any examples or cases studies will be fantastic!
Thanks in advance!
There is the obvious resource/cost effectiveness of the split but there could be a positive in that there will be specialist areas or product/brand champions which could mean better service/knowledge etc.
For me being cost effective is a biggy which is why i prefer to combine teams and make the operations as streamline and efficient as possible.
There is a negative from a management prospective, you would have to micro manage these teams until all of your new processes and procedures are in place which again is a resource cost issue. It might be worth considering whether the possible improvement in service or results is worth the extra cost, perhaps recommend where this additional cost would be more beneficial.
All the best
L
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