Using CBA For De/Centralization of Telesales Unit

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Diana Dewi
Consultant, Indonesia

Using CBA For De/Centralization of Telesales Unit

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.

  Tyrone Skogstrom
Management Consultant, Sweden

Cost-Benefit Analysis of Call Centers

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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