Call centre or not?
Setting up a call centre often seems to be a great alternative to answering the thousands of incoming calls. To determine if that was the right solution in this case, Quintop looked at the way the telephone traffic was running through the organisation. In addition, the amounts and nature of telephone conversations were measured and recorded in combination with the type of employee.
To measure is to know
This measurement showed that the overall customer experience could be improved. Moreover, it turned out that only 30% of the phone calls could actually be handled by the call centre in place. The remaining 70% was so complex and/or sensitive that they had to be connected to specialised secretaries or prosecutors. To be able to undertake these different handlings, a division of 30 people was needed. The question was whether it would be profitable to set up such an extra division and offer relevant training to those involved.