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I work for an Australasian bank, and have been given the task of writing a business case for Sales Direct (our sales function within our call center) to become a profit center, as opposed to a cost center. I’ve come across a lot of literature suggesting that this is a good idea. What I don’t have is any empirical evidence to support this. I was wondering if: – You could provide me with an approximate percentage increase that we could expect through (a) having effective sales targets and/or (b) having our sales team treated as a profit center, rather than a cost center. – If you have any other anecdotal evidence supporting my business case, then that would be much appreciated.

I work for an Australasian bank, and have been given the task of writing a business case for Sales Direct (our sales function within our call center) to become a profit center, as opposed to a cost center. I've come across a lot of literature suggesting that this is a good idea. What I don't […]

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I am currently a regional manager for a group of call centers in different countries in Asia Pacific. Recently, I was told by my vice president that the top management is looking at centralizing all these call centers into one in Singapore, because they think it will be more cost effective and customer-centric. I don’t really understand the rationale behind this. Will the centralization of all our call centers really cut costs? Wouldn’t the toll-free, long-distance calls from other countries be more costly? How would this move benefit the organization in the long run?

I am currently a regional manager for a group of call centers in different countries in Asia Pacific. Recently, I was told by my vice president that the top management is looking at centralizing all these call centers into one in Singapore, because they think it will be more cost effective and customer-centric. I don't […]

Continue Reading