This text is fine for a sub-page, 'contact centre' is ahead by just enough.
The hardware for a tradition call centre is prohibitively expensive for all but the largest call centres.
It is CapEx intensive and requires management decisions to be made at the highest corporate levels as to the long term requirements for the centre:
- Cost of management & consultancy time
- The on-site system has to be purchased & configured to accommodate the complete FTE peak – more agents than needed, to ensure sufficient capacity for peaks or when/if growth occurs.
- This hardware will take months to manufacture, install and commission.
- It will require expensive maintenance to keep it running
- Cost of overhead for the area where the system is housed – dual power feeds, air-conditioning
- It will probably have little redundancy built-in, so when major overhauls are made, or should a fire or natural disaster occur; the entire operation is at risk. A complete disaster recovery option would be very costly to purchase for a ‘possibility’ of an outage.
- The technology will not be evergreen and therefore face costs to upgrade in the future as new standards evolve and new technologies emerge.
- The in-house deployment and integration of all of this technology requires a commensurately large team of IT and telecoms professionals to support it.
- Cost of consultants/IT to make disparate systems work together - The fact that a lot of contact centre technology components come from a wide variety of different vendors has several implications. Firstly, since they are not always designed to work together – computing and telephony having two different sets of standards and protocols – a lack of true integration often shows through. This can be seen in the fact that, when someone calls a contact centre, even when they have identified themselves to the system, they have to repeat the same information to the agent. 2nd cost to employ people to make them work together and cost of time lost while this is completed.
- Lack of flexibility is one of the largest costs: lack of capability for the company to respond quickly to a change in the business environment could mean loss of business and is unacceptable given the choices available nowadays.
Ultra Communications provide many management tools to allow companies flexibility to change in real time to allow them to respond to any occurrence – this should give you an indication of the gulf that exists between Ultra’s network solutions and on-site systems.
For further facts on the savings from using the Ultra network solutions see –
Cost savings and advantages of using the Ultra Communications Network contact centre services.
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