There is a direct need for strategic planning in call center units. Without the assistance of a proper plan, BPO units tend to deviate from the path that they want to take. The advantages of strategic planning are many and disparate. Planning helps to keep the budget under check. Budget can become an issue of debate between clients and the call centers. Because the budgets that clients set aside for call center services is limited and often not very deep, they want to be additionally careful with the money that they put on the table. Coming from the perspective of a financer in the recession hit market, their paranoia about money is understood.
If the call center wants to optimize the budget and means that they have on hand, they can do so well. They have to be careful about keeping a tab on things. The planning stage in call centers begins when the telemarketing project comes on board. The hiring on agents, the decision on what kind of technology that will be used, along with how things are going to pan out – all these need to be chalked out with care and a practical eye for detail. It’s always advisable to make provisions for those factors that are not strictly within your control.
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