Bringing together your customer service operations in one central place can have many benefits.
For example, centralizing customer service departments can reduce costs. This can be achieved because it is usually less expensive to rent and operate one premises instead of several, in different locations.
Cost savings can also be made by reducing the number of employees. Layers of management personnel can be optimized, ie., less supervisory staff may be needed.
It may also be beneficial to have the operating infrastructure in place. Customer service software can be managed and maintained from a centralized point, reducing the number of people at different locations.
Better customer service could be another benefit of centralization. The customer support team will work closer together with improved communication, which would benefit the customer.