Considering an in-house contact centre?

Monday, September 17th, 2018

As with any major business decision, the installation of an in-house contact centre requires a great deal of forethought and detailed planning.

Having mapped out who will be accessing it and what communication channels will be involved, an in-house facility will of course require a physical presence. Is there room for this facility within the existing business premises? If not, where will it be located and what are the costs involved?

Staff numbers and shift patterns have an impact on the footprint that will be required and so need to be calculated. Whilst educated forecasts can be made, second-guessing peaks or troughs can be really challenging; too few staff can result in unanswered calls (and ultimately high levels of customer dissatisfaction), whilst employing too many staff obviously has cost implications.

That said, calculating call volume can never be an exact science, and establishing anticipated volume across the multiple channels now used in our media-savvy age has made this even more challenging. Outsourced contact centres, on the other hand, have access to dedicated software to determine how many operators may be needed for a given volume of calls.

Whatever the initial estimation of call volumes, any plan then needs to consider future business growth. This is especially true for those businesses about to embark on setting up an in-house contact centre as any sudden increase (or potentially decrease) in business can have a dramatic effect on the resources that need to be allocated to that project.

So, what is the alternative to doing everything in-house?

Outsourcing your contact centre to mplcontact Sutton Coldfield gives a business total control over allocated costs and provides a flexible solution that can adapt to your business needs. To find out more, just call the team at mplcontact Sutton Coldfield today on 0121 362 7001 to learn more about how our experts could really help your business. 

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society