Project Management- Essay Example | Topics and Well Written Essays - 3750 words

Project Management- - Essay Example From the turn of the millennium to 2002, the industry grew over 200% and generated revenues about $289 million in 2002 alone. In 2004, the revenue generated by this industry totaled up to around $947 million. Furthermore, optimism continued to run high as a research group predicated that the growth of ICT-based services would grow to $200 billion by the end of the decade, with call centres enjoying a fair share of $42 billion of the revenue (White, 2014). Reports claim that the United States alone claims over 1.5 million seats and another 1 million waiting to be outsourced and the United Kingdom only has around 500,000 seats only waiting to be outsourced. Keeping in line with this, this paper will discuss the process of creating a new control and call centre that will house the police, ambulance and fire rescue emergency services, which will receive and deal with all 999 emergency and non-emergency calls that will be used by both England and Wales citizens. In detail, it will (1) ide ntify key explanatory aspects/issues/arguments relating to this project; (2) assess the benefits/strengths and problems/weaknesses/shortcomings/pitfalls, applicable, in terms of implementing the pilot; (3) assess the extent to which formal programme and project management would provide cost and/or efficiency savings; and (4) provide a set of good practice/guidance recommendations that can be evidenced and/or supported from the finding of your review. A call centre refers to a centrally-based customer service operation where its agents deal with telephone calls on behalf of a customer/caller (D’Cruz & Noronha, 2006). Customers vary from emergency callers, non-emergency callers, mail-order catalog houses, computer product help desks, telemarketing companies, banks, insurance groups and financial services, transportation and freight handling firms, IT companies and hotels, among others. The