The CBR system carries out other functions too. For instance, when the call centre receives several calls around a particular theme, the system will highlight the pattern. CBR also allows the agents to minimise the time required to update the customer's record at the end of the call since the nature of the call has already been understood and categorised. Handling the two different types of call is perceived to require different skills from staff. Like many call centres, the management structures are relatively flat.
People progress by developing new skills and pay is linked to competencies rather than knowledge.
Managers also believe that you have to design the call centre processes to reflect the values you want to deliver as an organisation. The OCC schedules work where a visit is required. The centre uses an integrated work management system which includes features such as system-generated payments to contractors. All the information is brought together in a sophisticated GIS system. The Network Controllers download their schedules and report back on the status of jobs via a modem and laptop computer.