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.
Call Center Marketing Solutions - Telemarketing and Email Marketing
One of the chief complaints heard by consumer experts these days is the lack of quality customer service available to them. Unavailable or poorly trained staff have been cited as two of the more egregious annoyances experienced by customers, a problem that isn't about to go away any time soon. For companies seeking to hire and retain quality workers they are faced with a double dilemma: finding competent staff to serve their customers and justifying the funds to pay and house employees.
Fortunately, there is another option worth exploring: virtual office support. Yes, by selecting a virtual office contact center companies are able to save money and still offer the professional services their customers deserve. Please read on to learn how businesses are saving thousands of dollars per month thanks to the services provided by one phone system provider.
Virtual customer service is loosely defined as a tool whereby businesses can utilize the expertise of human staff without the extensive overhead normally incurred. When it comes to a company's traditional phone system, one or more staff would usually need to be present on site during regular working hours resulting in labor and facility costs incurred. Add these costs to the price of the phone system and most businesses would find themselves paying thousands of dollars monthly for this service, no minor charge particularly for small businesses.
Thanks to the rise of the internet, phone calls can now be routed by means of VoIP (voice over internet protocol), saving customers money. For example, the Packet8 Virtual Office provides a hosted iPBX solution which reduces telecommunication costs dramatically. Add in the virtual call center option and deeper savings can be realized.
With a virtual call center option selected, companies can utilize off-site staff without worrying about training costs, salaries, sick days, holidays, office rental, and other expenses. This option is particularly attractive for companies with offices or personnel scattered across the country, indeed the world. No need to set up a brick and mortar office simply to house a telephone operator and equipment -- with many providers the equipment and the call center is remote and handles all calls as required. You share personnel without incurring all of the expenses and headaches of managing staff.
Some service providers even take the virtual call center option one step further by offering email and web chat capabilities that expand the ways customers can contact your business. Granted, for some of your customers phone access will suit them, but for others email or chat access would be preferred, if available. Now, you can have more options to stay in touch with your customers, services that can give you a leg up on your competition.
With a virtual call center in place, you can manager your customers through online tools that provide contact information and real-time reporting. What's more, this system is fully scalable to fit your company's specific needs and not to be subjected to some generic "one-size fits all" plan.
Yes, the 21st century is bringing more choices to companies designed to help them save money. With a virtual customer service solution added to your robust business VoIP plan, your customers will no longer complain about inadequate service and your accountant will be pleased to see the savings in telecommunications and personnel expenses.