Divide the cost of your operation by the number of contacts minus the number of missed contacts and voila: you have the cost per contact.
Invest more in working from home
When it comes to reducing call center costs, it’s a good one to start with.
After all, it is useless to give each agent their own workstation, especially when they are not working full time.
During the pandemic, we saw that working from home works very well and most organizations continue to do so in part.
Of those entrepreneurs for whom hybrid work is possible, nearly 66 percent expect it to remain a part of work within their company.
Employees expect it, too, and working from home offers many advantages, not only for them, but also for you.
In fact, if you plan it smartly you will only need half the number of physical workstations in the office.
Reduce call center costs: 4 technologies
Technology may require an investment initially, but in the long run it will actually make you money.
We name 4 technologies that will help lower your call center costs.
A good CRM system helps you better understand your customers. You can analyze your data and provide personalized experiences, which is good for loyalty.
Smart reports let you know how your contact center is doing, how your sales are doing and what your retention rates are.
Just make sure you have a CRM system that integrates with your other software packages so you always have a 360-degree customer view.
How you will save with this:
- The average First Call Resolution goes up, which lowers your operational costs.
- The workload of your agents is reduced, which is good for your retention.
Numerous inbound call centers are noticing the benefits of adding different contact channels.
A poll by the Customer Service Federation also found that 75% of contact centers made changes to the mix of channels over the past two years.
As many as 50% of contact centers that added a channel see a positive impact on customer satisfaction.
The channels that were added most often? Chatbots and live chat.