(13 Nov 2014, 6:09 pm)Dan wrote Why do Arriva have all of their Customer Services reps in Luton? It's something I've never really understood, as local employees could potentially answer questions so much more easily...
Virtual models tend to equal lower overheads. For local customer service departments, you may need a team of 10 (for example) per region. There'll be spare capacity within those teams, as call and email volume will come in peaks and troughs. You could break the UK up into 7 regions, so that would need 7 departments of 10 - 70 staff. With a virtual model, you could probably get away with 1 department of 50 staff. A saving of 20 FTE. Just an example, but it's the most logical explanation.