A call center can be a profitable operation. However, the profit margins can be very slim. To maximize your earnings, you should change your operations to cut costs. Lower spending can mean more profits for you in the long run. However, lower costs don’t mean worse service. Here are some upgrades that will ensure high quality without costing you extra.
Use automation software
Call center agents have to juggle a lot of things when they work. For example, they might have to look for client names while also looking up procedures. Your people might make mistakes or experience delays because of everything they must do. Fortunately, providing help in the form of automation software can be a game changer. A predictive dialer, for example, can shave seconds from your agent’s call time. Click here to learn more. Routine tasks will now be passed to the software instead of occupying your agents’ time, increasing productivity. With their better focus, your team can deliver more and better work instead of wasting time on rote work.
Modernize your infrastructure
It can surprise you how antiquated your system is, especially if you didn’t build it ground up. Some call centers still use ordinary phone lines, which don’t have some of the features that are becoming more important nowadays, like digital access and more. If you have not upgraded your infrastructure in five years, then your system is likely outdated. Many call centers are moving to the cloud to lower costs and distribute operations. Evaluate your current technology and check if it is up to current standards.
Train your team
Don’t just focus on the technical side of operations. Call centers have a human element in the form of your agents. For example, your agents will have to bear the brunt of customer disappointment and anger. Training your people to handle these situations sensitively and smartly can turn anger into loyalty. However, investing in your team is expensive in its own right. While the upfront costs are high, think of future value as you get better and more effective agents. Combine it with a good retention scheme so that you won’t lose your investment and you can have savings in the long run.
Don’t be afraid to go remote
Many call centers are on-site operations, meaning agents come in and work on company premises. However, this limits the call center to available space and equipment. During call spikes, you might not have the manpower to handle everything on-site. This situation is where having remote workers shine. Remote agents work from their homes and use their equipment, which already means big savings for the company. Having some on hand for emergencies can be a big help. They are also very productive, which can help with your bottom line.
Final thoughts
Providing quality customer service is very important nowadays. However, companies are also looking at their operating expenses. The upgrades above can allow you to offer competitive prices while maintaining excellent service. Consider making the changes now to reap the rewards.
