Tips for Reducing The Cost in Call Centers
It is a continuous thought priority to all call centers to know how they can save money in their contact centers and throughout their operations.
Few tips which is step by step to go for the cost reducing
Make a Team: Make a team which will do the review. Because call centers efforts are heading for at customer service, process improvement and potential cost reduction, form a team that can bring different disciplines to the process. Also include general training and quality training, human resources, center scheduling, telecom traffic, IT, marketing, and returns and replacement if all of these areas are within responsibilities.
Take the opinions and input of all of team members. Challenge them to assess how things could be done differently, and make them answer the question, “How can costs are reduced without lowering the standard of customer service?” These meeting we can keep in the starting of the year to set up the target.
Marks the Achievements: By marking your achievement, it will be indicator to know the performance measures up against set standards and plans. The major achievements include contacts per hour; service level; abandon rate; attrition/turnover rate; call-handle time; talk time; after-call work time; contact-to-order ratio; transaction volumes for Internet, phone and mail; non-phone volumes and others.
Review: Labor’s cost, quality and availability is becoming an issue for many call centers, particularly in seasonal businesses where the selling curve is more compressed. Review advertising media costs and results, and exchange information with other human resource departments. Review pre-hiring testing, employee selection criteria and practices. By review process we can know the possible improvements and cost reductions for the process. It will help us to know more about a place for temporary agencies rather than relying completely on in-house hiring.
Revenue Generation: As part of their mission, many contact centers are charged with becoming revenue centers in addition to taking orders and providing customer service. By revenue generation reports we can show about success with cross-selling, up-selling, outbound selling and increasing the company’s average orders. It will be really help full for the cost
3 comments:
Controlling costs in call center operations is at the forefront of business initiatives across the globe. Call centers managers are facing constant pressure to do more with less. Improve service, cut costs. Moreover, peak calling periods and seasonal variations also require call center managers to find ways to handle these peaks without "blowing the budget" by hiring more staff.
Great post. This article is informative and provides food for thought. Evaluating your current call center strategy can lead to new ideas on how to reduce call center costs in order to have actual, measurable call center cost savings. Don't just guess at what changes should be implemented.
Best site for call centers..amazing tips and have bookmarked
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