5 Procedures to Lower Your Call Center Costs
Wednesday, March 7, 2018
Training and coaching makes your agents highly efficient and gives the agents a better opportunity to develop the knowledge about their position as well as the culture of the client and their products. Even though recruiting, training and coaching is cost recurring, it can only be beneficial in the long run. Incorporating a team of high quality customer service agents will help improve first call resolution, decrease average call handling time, and increase customer service quality.
Evaluate agent's performance
Monitor your agent's performance by listening to phone calls and making sure the that all parts of the call are done correctly. This helps managers determine that agents are accomplishing the goal of first call resolution as well. Making sure that keeping turnover is low is much more beneficial for the call centers than acquiring the new ones. A report done by White House Office of Consumer Affairs states that it is 6 to 7 times more expensive to acquire a new customer that it is to keep a current one.
Improve First Call Resolution
Monitoring first call resolution is essential when reducing average cost per call. When agents successfully resolve customer's issues the first time, then the customers won't need to hassle with making multiple calls which in turn reduces both per-minute calling and labor costs.
Every second counts when it comes to scheduling in a call center and is one of the most difficult tasks to do. Having the right number of staff with the right qualities and skills should be fixed at their right positions at the correct times. Being able to coordinate all of this will make for a more efficient call center.
Employ CRM Integration with Screen Pop ups
As soon as a call gets connected, Screen Pop up tool displays the customer's information on the agent's desktop. By enabling the agent to have a preview of the customer details leads to a more meaningful conversation and the agent is able to handle the calls quicker.