Experimentations to curb the expenses of call center services have always been around. The primary concern of a BPO unit is how much they can optimize the resources that they have at their disposal. Call center companies have very little to save on if the processes that they carry out are not sufficient to keep them afloat. They have to ensure that their costs remain within the budget because they begin each project with a financial crunch. The demands of a competitive market force them to slash down their prices so that their price models are at par with the rest of the world. They hire low-cost manpower and compromise on several aspects to meet the price structure.
To fight this onslaught, call center companies have devised a way. Integrating the processes that they work on can actually help them cut down on costs. The trick is to quit monitoring and capturing data as separate entities on separate platforms. All of the processes done in a BPO unit will be calculated and documented on a single channel. This method will make it possible for all the employees of the call center to find out exactly where they stand and how they can contribute to improve things. The work done here is a team effort. If there are some pitfalls in one department, the other has to step in to fill the void. That way the work put forward by the unit looks like the organic composition of several smaller identities. It makes more sense that way because it brings about greater transparency in the process.
Integrating the call center services would mean brining the different departments together on the same dais.