Using CBA For De/Centralization of Telesales Unit

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Using CBA For De/Centralization of Telesales Unit
Diana Dewi, Consultant, Indonesia

Is it a good approach to use CBA when we want to make a decision for a centralized or decentralized telesales unit? Current condition of telesales unit is decentralized without any CRM/sales force system and we plan to buy a sales force system to increase time efficiency and sales.
I have to make decision whether we should implement centralization or decentralization for telesales unit. Please advise.

Cost-Benefit Analysis of Call Centers
Tyrone Skogstrom, Management Consultant, Sweden
I've done call center and sales analyses many times, and often you have organizational change somewhere in the calculation.
Usually the follow-ups are quite easy because call center and telephony systems give plenty of statistics.
Remember to add KPI/measurement assurance into the requirements from the start.



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