Strategy for Call Centre Development Assignment

Strategy for Call Centre Development - Assignment ExampleBased on these considerations, this paper shall outline how a fully available call centre could be implemented including equipment use and usage of technologies alongside make ups. 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 great to consider the bear on share for the call centre. This labour pool would trigger the finale 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 labou r 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 home for its call centre (Copito, 2000). Leasing or owning property would now be based on the availability of resources within Galways 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.