Contact Center Solutions Featured Article

As companies throughout the world are trying to emerge from the recession in one piece, many are trying to cut costs in a way that preserves the mission of the company. The most common methods for cost reduction continue to pop up in the call center and include more distributed agents; a decreased headcount; turnover reduction; reduced technology costs; and a decreased headcount.

 

While each can be effective in cutting costs, they also have the potential to create customer churn if not done correctly.

 

In a new white paper from Knowlagent, a provider of on-demand call center solutions that combine patented technology with a proven methodology for hiring, training, communications and coaching, the company presents a guide that outlines simple approaches to these methods to provide the “insurance” that cost cutting does not lead to customer cutting.

These approaches include: distributed agents are most effectively hired, trained and managed when there are defined, detailed agent qualifications that apply to all agents, no matter where they sit; to effectively operate with a decreased headcount, the call center should train in short intervals during idle time; self-service can only be successful when a pervasive and constant method of training and communications is part of the call center’s infrastructure; turnover is effectively reduced when expectations are clearly set from the beginning; and technology costs are easily reduced through Software as a Service (SaaS).

 

Click here to view the white paper, “Cost-Cutting Insurance for Customer Service: A Guide for Reducing Costs without Sacrificing Customer Loyalty” to find out more about proven methods to cut costs in the call center without sacrificing service quality or losing customers.