Call Center Forum

Frank Domurath · Guest

In most cases, call centers benefit from centralization because of the powerful pooling principle - service levels improve, and the company can justify an improved technological platform. Once the call center reaches about 350 positions, it makes sense to consider another site because staff overhead becomes cumbersome in the "mega" centers. Also, mega centers tend to place a strain on the local market (difficult to hire agents). A Tarp study found that in a customer service environment, between 21% and 46% of customers were completely satisfied in a decentralized mode, and between 64% and 73% were completely satisfied in a centralized center.