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Reducing Costs and Maintaining Quality: Efficiency and Versatility

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Reducing Costs and Maintaining Quality: Efficiency and Versatility

When operating a multi-lingual contact centre, customer service costs can add up fast, and over a short period of time they will quickly add up to A LOT.

If you are looking to improve your business’s bottom line, or  provide better customer service, you need to implement these methods to reduce customer service costs without sacrificing the support part, and still providing exceptional customer experience.

Equipment

Re-Evaluate your equip­ment, it  could be cost­ing you more money than you think.  For example, automat­ing your contact centre’s tele­phone sys­tem for the less used cus­tomer ser­vice func­tions could potentially save time and reduce cost on pay­roll and train­ing. Cloud based technology, can also centralize your whole contact centre into one consolidated customer service center.

  • Phone Sys­tem: Find an appropriate calling system that will streamline the process. An automated attendant or system that reroutes calls to correct contact centre agents quickly can be a life saver, especially during customer service peaks
  • Soft­ware: Is your CRM software integrated with your calling and scheduling systems? If not, make it your top priority.
  • Stor­age: Most on site systems can be moved onto the cloud, especially if they take up valuble space and resources. Evaluate if doing so will help you save on utilities costs.

Multi-Channel

Embracing the multi-channel approach, implementing it and then aligning all your communication channels is what all contact centre‘s should aim to achieve in 2013.

It’s not only about the technology, it’s about the people. Your contact centre is as strong as its core employees – the frontline grunts, contact centre agents.

Make sure that your teams can handle multiple communication channels, be it email, phone call, live web chat or social media. Assigning two people per campaign to each communication channel might seem a reasonable choice, but in the end it might cost you more.

Remember about attrition and turn-over rates, which despite the efforts of contact centre managers still plague the industry to this day. Train each representative, they need to provide exceptional customer service on each communication channel – versatility is essential.

Also in case of returning customers, if the same agent handles the quarry throughout all communication channels, it adds a new depth of personalization thus creating a compelling experience for the customer resulting in increased customer satisfaction.

 

Cutting customer service costs, is not about blindly “swingin’ the ole axe”  and reducing budgets, it’s about making your business more efficient.

Upgrading software as well as hardware will lead to increase in employee efficiency, while embracing the multi-channel approach and centralizing all communication channels will lead to increase in customer satisfaction, both of which will in the long-term lead to better customer retention.

Evaluate budgets, look for ways to increase efficiency, and only then cut costs.