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.
Virtual Call Center Software - Saving You Money
Call center management is complicated. However, it can be simplified with the proper tools, such as Inova Solutions' Performance Tracker 2.0. This is a web-based dashboard that gives managers real time facts and data to work with, allowing them to make more effective decisions and adjust their plans quickly as different situations arise. Potential problems can be nipped in the bud with this call center management tool.
The Performance Tracker works by consolidating metrics and data from multiple sources and displaying it all on one cohesive dashboard that can be customized according to your needs. Managers first see a high level overview of their business and operational metrics, but they can easily drill down into various sections to learn more details. Moreover, the system allows management teams to instantly compare actual performance versus goals, and this knowledge allows them to take immediate and effective action. All the essential information can be displayed at a glance with Performance Tracker - key performance indicators are displayed graphically in the form of charts, gauges, and grids.
Another positive aspect of the Inova Solutions call center management tool is the way that it integrates with nearly any data source, including ACDs, workforce management systems, and even internal databases. Furthermore, since the dashboards are built on Microsoft Sharepoint, customized viewing options are easy to create and edit.
Of course, the main positive of Performance Tracker is the fact that it helps businesses become more efficient and therefore more effective- managers spend less time running reports and more time on coaching their agents and managing their call centers.