Decentralising call centres 'improves businesses'

Date: 01/09/2011

A growing number of firms may be looking purchase additional 0800 numbers and call management solutions with the intention of streamlining their operations.

Hannes van der Merwe, Mitel product manager at Itec, explained companies are increasingly decentralising their contact centres and introducing virtual alternatives.

This is occurring as they attempt to save money at a time when the costs of running a business are rising, he explained.

Mr van der Merwe said it is cheaper to provide flexible working arrangements that still make for an efficient workplace.

"With the right solutions in place, mobile contact centre agents can operate from anywhere but still deliver great customer service," the expert stated.

Call management solutions may help firms in their bid to achieve this type of model, as they allow organisations to reroute or divert enquiries to selected lines.

Mr van der Merwe noted that business continuity is another reason why the decentralisation of contact centres can work, as it means tasks are not all running out of one location.