A call center business demands a significant cash investment. These include employees, key equipment, and business location. You could effectively cut down costs and provide good call center management if you have a clear understanding of these basic sources of call center expenses.
How to Trim Down Call Center Operational Costs
EMPLOYEES ( Staff)
People make up 90 % of your call center investment. They are the front-line fo your business. Hiring the right people and offering them the right incentive could spell success for your investment. Without the proper remunerations, a call center will suffer from a high turn-over. People won't stay long in the company and it cost more in terms of training lost and resources. How could you trim down the employees aspect of a low cost call center?
Well, its simple, actually. You implement a sensible hiring process. Screen applicants to weed out the unfits, the misfits and the people who do not have any customer service inclinations. This way, you hire only people who are best fitted for the job. Go for quality, rather than the quantity of recruits. It is better to hire 15 best performing call center employees rather than hire, train, and pay 30 mediocre employees. And once you have good workers, constantly monitor and upgrade their productivity. It is worth mentioning that you should also make pro-active plans regarding :
Agents Talk Time
you should implement the necessary metrics to gauge an agent's work output. The longer your employee stays on the phone for one caller, the more costly it will be for your company.
The agent should be able to resolve a caller issues and not transfer the call to a supervisor. Provide your employees with comprehensive training's.
Total volume of contacts
While a call center welcomes calls, there are some call types which are best blocked at the start. This generally refers to prank callers, stray calls, and other unproductive callers. Your call center must decisively handle these types of calls.
Call center operations need dedicated phone lines, computer workstations, and proprietary software. You will incur bigger expenses if you go for used equipment's or worse, inferior hardware. While these equipment may initially cost less at start up, you will be plagued with server downtime, choppy receptions, and costly repairs. Better select the best equipment and software available at the start to have a worry-free call center operation, than suffer from periodical interruptions due to faulty equipment. In this regard, you should do some research on the hardware vendors. Conduct business only with legitimate and duly licensed vendor companies.
US-based companies pay premium fees on employees salaries and building costs. However, outsourcing your call center to other locations like Philippines or India, results to substantial cost reduction. No wonder companies prefer to invest in call centers abroad. Basically, it costs less building call centers in foreign locations outside USA. Cutting down unnecessary call center operational costs can be achieved with sound call center management strategies. You should exercise caution, though, on what , where, and how to cut expenses for greater impact and effective. Otherwise, you will be spending more than you hope to save in the long run.
How Customer Call Centers Have Improved And Why They Are Crucial For Your Business
Call center desktop software helps agents move quickly and easily through the multitude of desktop applications needed to do their jobs well and focus on the customer experience. However, just having a desktop software solution in place does not automatically mean a call center is going to increase productivity, enhance the customer experience and cut costs overnight. While a desktop software program can streamline the inter-application process, there is still a chance for many performance or process impeding issues to happen and go unnoticed. These problems typically occur at the micro-level and include an agent's poor typing skills, long desktop navigation time and a poor use/under-use of knowledge base. But how is a call center manager supposed to know which agents need help with certain performance issues? That's why desktop analytics and agent activity tracking software is so valuable.
Desktop analytics provides the necessary insights so your call center managers can pinpoint knowledge gaps and identify individual training/coaching opportunities, as well as find new ways to improve the customer experience and overall operational efficiency.
Even small differences in you agents' work behaviors, such as typing speed and use of quick keys, can separate the okay, good and great members of your call center team. Inefficient use of desktop applications can have a negative impact on your AHT and in a world where every second counts those wasted seconds can end up costing you millions. Desktop analytics tracks 100% of desktop activities, alerting you to any agent behaviors that could be driving up your call center costs. Even though every one of your call center agents has received training, not everyone learns at the same pace. Some of your agents might need additional coaching in certain areas to help improve their overall performance. Desktop analytics is going to help pinpoint exactly where each agent struggles and excels.
Call center managers also have to consider that the desktop software itself might be the cause of some of their problems. If an application were to malfunction or the entire system were to freeze the problem is very obvious, but what about smaller issues like error messages or slow page rendering? How likely is it that an agent will mention a particular webpage was loading slower than normal? These small technical issues might only cost each agent a few seconds on each call, but when you multiple that by millions upon millions of call you are looking at a serious problem. Desktop analytics automatically captures every event that occurs on the desktop, whether it is a mouse click, key stroke, screen navigation or system function.
Many contact centers spend a lot of time and money evaluating voice recordings and creating reports that track the performance the contact center as a whole and while these macro-level performance indicators are incredibly important, fine tuning of subtle performance deficiencies can have a dramatic impact on your call center's productivity. The only way you're going to be able to identify these micro-level inefficiencies is with a desktop analytics solution in place.