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

Interactive Intelligence's Ninth Consecutive Year of Happy Employees

Interactive Intelligence managed to land in position 14 on Indiana's 2015 Best Places to Work list, taking its slot in the "major companies" category. [ Read More ]
05/27/2015

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!