What key factors should one look at when acquiring a call centre solution?
The governmental organisation I work for is looking to acquire and implement a call centre solution. The purpose is to consolidate three external services and three internal administrative services. The three external ones have a customer base of up to four million users, and one of them is dormant (Toxic information hot line, Help line to quit smoking and dormant Health crisis hot line). The four internal services have a customer base of up to 1000 users (Archive support, HR-inquires and IT-support). The existing systems will probably be scrapped as they are inefficient and costly. The operators managing the call centres will not be moved and they are on different physical locations. For two of the internal services, this will be their first encounter with a professional call centre solution. Your input is highly appreciated. Please contact me if you need clarification to answer this question.
