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Dialing in Call Center Optimization

An $800M ERP consulting firm had two call centers - one focused on outbound calls for Sales, the other for Recruiting. When Sales are slow, Recruiting has idle time.

Recognizing capacity and utilization, drafted a business plan to optimized the two call centers by establishing a hybrid team of specialists capable of doing Sales and Recruiting. When Sales are slow, part of the Recruiting team can rededicate to Sales. When Recruiting is running behind, the hybrid Sales team can shift to support Recruiting.

Hence, the hybrid team can dynamically amp the business function with the greatest need.

Recommended this strategy and was named by the EVP to be Executive Sponsor for the company’s strategic initiative.


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