Call Center - Operations Consolidation Analysis

Description
One option to increase productivity and efficiency in today’s call center environment is to combine multiple call centers into fewer, larger sites. The same rationale suggests that cross-training and creating universal agents is the key to improved staffing efficiencies.

This session will address the mathematics of consolidation and discuss the principles of economies of scale that make consolidation attractive from productivity and cost perspectives. A consolidation case study will be presented, along with the advantages and disadvantages of the process.

Webinar Objectives

Identify the inherent inefficiencies in call center staffing calculations
Quantify the economies of scale possible in a consolidation effort
Calculate resulting occupancy changes and their impact on staff
Describe the considerations of cross-training and consolidating agent work groups

Delivery Method
Access to this 45-minute webinar is provided via an Internet connection and a separate audio (telephone) connection. An unlimited number of students may participate around a single web/audio connection.

To speak with an LSA Expert to learn about the call center – operations consolidation analysis customization and delivery options for your company, please contact us.

Related Information

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Stanley Newman
Customer Service Manager

We engaged with LSA Global to train our Call Center Customer Service Managers and Team Leaders how to be effective coaches. We wanted our CSMs and TLs to be able to conduct the “hard” conversations around performance, to create a coaching environment that encourages our agents to be self-motivated, and ultimately to create a better experience for our consumers. LSA’s facilitator was able to tailor the content and deliver it in way that really demonstrated a deep understanding of our needs and left our CSMs and TLs wanting more!

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Continuous Improvement Manager

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Annmarie Fairweather
Vice President Brand Service

We were all very impressed with LSA’s call center consulting efforts and extremely satisfied with the recommendations. Our intention is to take the many recommendations and implement them in our Call Center.

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SVP Business Development