Pls answer my query. I am working as a Call Centre Manager in a MNC. Currently, my company has call centre around Asia Pacific. Each and every individual country has a call centre. However, the top management has requested us to look at centralizing the call centre in Singapore. This would mean we will eradicate all call centres in each and every country and set up a regional call centre as a HUB in ONE country. The management think by doing so, we can cut down costs and increase revenue. My questions are how can this be cost effective? Having oversea customers calling in is definitely more costly right? If I am a customer calling from Australia, wouldn’t it be cheaper if the call centre is in Australia? Setting up a regional call centre in S'pore would mean a Australia customer will now have to make a long distance call to Singapore and the hotline is toll free so we have to pay for all telco charge. Pls advise why it is more cost effective to have a centralised call centre?
2007-03-01 15:51:24 · 1 answers · asked by yoyo123 1 in Local Businesses ➔ Other - Local Businesses
This is a tough one. If there is a way to get cheap inbound telco rates and good people, without compromising customer service, the centralized will be the way to go.
I would say though that you will go central and then have to reopen a few regional offices because of the need for country specific answers.
2007-03-04 09:46:11 · answer #1 · answered by Santa Barbara 7 · 0⤊ 0⤋