The modern call center has come a long way. Agents no longer sit in crowded rooms with a telephone in one hand and a phonebook in the other. As a sales operation, call centers rack up expenses with ease. The same is true for service centers with the singular benefit of not having to seek out contacts, as a primarily call fielding segment of the industry.
While costs can never truly be negated, there are a number of simple steps that you can take immediately to see a drastic reduction in operating costs and price per contact over the short term. And these can blossom into major savings over months or years. Here’s how.
Switch your gear
However efficient your office may be, it may still be hemorrhaging cash, and badly. This actually tends to have nothing to do with procurement of leads, and is often much more closely related to day-to-day operations.
The most cost-inefficient aspect of a call center is often its phoning setup. Switching to a cloud-based system is a huge step in the right direction of cost reduction. Some research into software prices may very well leave you pulling your hair out. Unfortunately, you have been paying way too much to license your software all along.
Find and keep great talent
Call center agents know that the job is tough, and some days feel like a meeting with a buzz saw. Clients or leads are often difficult to interact with and can sometimes be downright hostile. Because of this, agents must quickly learn how to diffuse a tense situation while maintaining their calm. Staff members who show a propensity for listening and redirecting are the unsung heroes of your office and should be commended at every turn.
Calling etiquette is something that must be developed through experience and rolling with the punches of a heated call is just one rite of passage for call center staff. However, listening to the guy in the next desk gracefully redirect a screaming lead and then selling him on two times the initial ask will put some ammunition in your less experienced agents’ hands. Especially when their own blow-up comes on to the other end of the line.
The example set by these pros is invaluable to the morale and skill of your calling facility overall. Keeping talent around longer allows you to hire less often keeping training expenses to a minimum and more seasoned callers on the floor.
Consider moving to the cloud
Cloud based solutions are now a viable alternative to the antiquated auto dialers of yesteryear. Cloud based systems are more cost effective to license, and keep onsite physical operations costs down as well. These alternatives tend to be more secure than the standard onsite infrastructure as well; cloud data is distributed across a network of nodes and the physical servers are in constant motion optimizing the stored information. This adds up to a lower cost and higher security system design to save you money and safeguard the vital records of your clients at the same time.
Cutting costs is an all important task in efficient call center software prices and management, especially in the current climate of razor thin margins among calling outfits. But with a little ingenuity in equipment procurement and an environment that promotes high quality work, it can be a simple task to cut down on overall costs leaving you and your staff to focus on the important task ahead: reaching out to clients and logging every contact as a success.