Contact Center Solutions Featured Article

Call Centers are Not the Place to Cut Costs

January 08, 2013

In tough economic times, some companies turn to their call center in an attempt to cut costs. Peggy Carlaw of Business2Community warns that this is not a prudent decision, outlining the benefits of a call center in her recent article, “The Strategic Role of the Call Center in a Recovering Economy.”

Carlaw advised businesses, “Rather than thinking of the call center as a cost center… smart companies are using their call centers to strategic advantage.” Call centers, she said, have the potential to build customer loyalty, to improve sales, referrals, and improve shareholder value. Even more compelling to businesses, she cited a report from RightNow, which noted that, following a poor customer service experience, 89 percent of customers began doing business with a competitor. Conversely, satisfied customers are 33 percent more likely to purchase from a company that they are happy with again in the future.

Clearly, call centers are not the place to start cutting costs in a budget crunch. In order to increase efficiency, call center managers and supervisors should know the warning signs of a call center employee who has become disengaged. With the fate of business hanging in the balance of customer satisfaction, call centers should be certain to keep their employees engaged.

Rather than evaluating how to cut costs in a call center, businesses should, instead, evaluate how they can improve their efficiency (without coming at the cost of customer service) and improve their customer experience. By cutting call center costs, a business can easily become the next cost to be cut in the household budget of their consumers. When consumers call a company and have extensive wait times, unfriendly interactions, or even indifferent interactions, their perception of a company are adversely affected.

As businesses across the country strategize their 2013 budget, it is important for them to bear these lessons in mind.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Carrier iQ Showcases Capabilities at 2015 Mobile World Congress

Carrier iQ, provider of device-sourced mobile intelligence, announced three solutions for iQ Care and an executive customer experience management (CEM) solution to measure the actual mobile user experience at the 2015 Mobile World Congress in Barcelona. [ Read More ]
03/03/2015

Ytel Picks VoiceBase for Cloud Contact Center Speech Analytics Enhancement

It is no secret that contact centers are now intensely interested in Big Data and sophisticated analytics to improve operational efficiency, effectiveness and the customer experience. Let's face it, knowing who is saying what, when, where, why and with what result is extremely valuable. In fact, it is this need to know that has driven large volume contact centers to increasingly look to sophisticated speech analytics to give them the business intelligence they desire not just about customer inte… [ Read More ]
03/03/2015

Carrier iQ Showcases New Capabilities at 2015 Mobile World Congress

Carrier iQ adds three enhancements for obtaining actionable business intelligence from mobile devices. [ Read More ]
03/03/2015

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!