The Contact Centre for corporate travel is the engine around which the whole business revolves. If you don’t have a smoothly operating Contact Centre, you do not have a product. The Unit can be quite a beast when it comes to Technology. The secret of success in a Contact Centre lies in the manager’s skill and ability to harness the entire offering of the various technologies employed and make them work together, to deliver a best-in-class product.
The Contact Centre is the heart of the Corporate Travel service to clients. It is the engine; everything else will revolve around it. Without it, there can be no service. Where then, would be the ideal location for your all-important Corporate Travel Contact Centre? Many a diehard traditionalist would tell you that it should be located where the head office is. In other words, the Managing Director or CEO, would like it where he is located. Such a notion, I presume, would come from a desire to show off one’s empire to every visitor. Some others would argue for it to be located in their own building, wherever that may be. Their main argument would be that with such an arrangement, they will have no rental costs. My own views on the subject are very different.