Strategy for Call Centre Development
Your assignment is to prepare and submit a paper on strategy for call centre development. Based on these considerations, this paper shall outline how a fully functional call centre could be implemented. including equipment use and usage of technologies alongside costs. . This paper is being conceptualized for NUI Galway which is a third level educational institution with 15,000 + students and a staff of about 500 with many different departments.
First and foremost, it is important to consider the labour pool for the call centre. This labour pool would trigger the decision on where to set the call centre up. The decision on where to pluck the labour pool for technical support should be based on labour availability in the area where Galway is located, the labour competition, the educational level of potential agents, and appropriate wages for potential agents (Copito, 2000). It is also important to consider geographical factors, cost of living, quality of schools, transportation and similar factors affecting the labour pool. After duly considering and establishing particular qualities which the company would need from its technical support agents, potential locations and areas where the labour pool would be recruited can be set forth.
Next, Galway also needs to decide whether it would own or lease property for its call centre (Copito, 2000). Leasing or owning property would now be based on the availability of resources within Galway’s resources. If a property is currently available for it to set-up its call centre, then there would be no need to lease property. The infrastructure involved in the call centre property should, however, be set-up in such a way as to meet the needs of the agents (Copito, 2000). In effect, the area should also house a place where the agents can park, eat, relax, and where they can avail of their immediate needs. Parking space is an important accommodation for the property because the most of the employees would be working night shifts and public transport would likely not be available to them (Copito, 2000). Parking should be on the ground level and should be outside to reduce the cost of accommodating indoor parking areas. .  .  .  .  .  .