IBM Consolidates Call Centers with New Global Strategy

Share this content:
ORLANDO, FL-In the hopes of creating a streamlined global service model for teleservices, IBM plans to consolidate its international call centers.

According to a source at the company, the 17 operating centers throughout the Europe, Middle East and Africa (EMEA) region will be reduced to two centers with locations predicted in Ireland and Scotland.

The global call center, according to Michael A. Kalinowski, vice president, sales and operations, global direct marketing, IBM, will mean that customers will be serviced from a single focus point. This means that a Parisian or an Athenian or a native of Johannesburg will be on the same database and would call in to the same center in Dublin.

Efficiency, cost reduction and increased service levels are expected.

The global center will be implemented with new technology, standardized measurements, defined processes and less toll-free numbers. "We want to decrease the hundreds of 800-numbers down to two," said Kalinowski. Technology will be improved in the areas of business processes, databases, infrastructure and telephony, according to Kalinowski. "From a 'pen and pencil' system, we need to move into real time," he said.

The Internet is expected to be a large part of the equation. "We have transactions we want to put through E-commerce so that we can focus on high income generators," said Kalinowski.

Also included in the IBM global call center will be heavy deployment of customer resource management (CRM). The focus of the company will be centered around the rep to customer relationship with changes made to delivery of the appropriate message, understanding the customer's needs, delivering on commitment, tracking.

The reps' role will shift away from order-taking in favor of consulting. That means better recruiting practices with efforts made in increasing employee retention. Career planning and personal development, skills assessment and mentoring changes are currently being implemented.

The moves come at a time when the company is just starting to rebound from the wake-up call that sounded five years ago, when IBM was growing at a rate of 3 percent compared to the industry growth rate of 7 percent. The company began its four-tiered challenge to grow revenue faster than the industry average, enter new markets, compete in a lower margin environment, and lead the industry in technology and customer satisfaction. Currently the growth rate of the company is at xx.

Nancy Chamberlin, vp norht america customer services centers 972-402- 6406

Cathy Riley, Venderlaar, external 011 31 020 5137 202

Next Article in Agency

Sign up to our newsletters

Company of the Week

PAN Communications is an award-winning integrated marketing and public relations agency for B2B technology and healthcare brands. PAN's data-driven approach allows the firm to specialize in public relations, social media, content and influencer marketing, and data and analytics. PAN partners with brands to create unique, integrated campaigns that captivate audiences.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above