Barclays Improves Call Centre Operation

Barclays.pdf

Barclays Merchant Services (BMS), the retailer relationship arm of UK-based Barclaycard, operates call centres that handle more than 20 million authorisation calls a year. Additionally, up to 80,000 calls a month are handled by its merchant support call centre. Huge costs are inherent in establishing a call centre, with the majority relating to staffing. Determining labour requirements accurately is essential when setting up any new business venture, and Barclays Merchant Services is using WITNESS to optimise the number of employees required to handle calls and the number and length of shifts.