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Conclusion: When cost cutting of IT services is on the executive agenda, due to the impact of COVID-19 virus, will it yield low hanging or sour fruit? One area often regarded as low hanging fruit is the amalgamation of SPOC (single point of contact) activities, viz. help desk, service centre and contact or call centre. Combining them is a compelling proposition and demands an informed response.

Put simply, the logic used by management, seeking to amalgamate and reduce costs, is:

  • Similar skills are required so staff can be co-located
  • Staff can become multi-skilled and resolve incidents or software failures of internal (service desk and help desk) and external clients
  • Office space used now will be reduced and by combining the functions
  • Headcount savings will ensue

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