In theory, call center is the place with a great number of telephones and people sitting close to each other and talking simultaneously. But is this a call center you really dream about? And is it possible to decrease the amount of money you spend on it?
There is a lot you may do to reduce your call center costs. But first of all you should calculate them and evaluate the performance of your call center. It would be a nice idea to begin with current expenses.
Prior to implementing any changes you are recommended to evaluate the conversion of the calls into leads and sales. There may be a solution that you consider to be a fine improvement, but you should have some figures that confirm your idea. Verify the conversion recurrently to realize the reason why it is higher or lower or why it is becoming better or worse.
That is the one way how to get better performing call center workers. What to do then? It is advised to learn and share their most excellent practices with others. You should find out the reason why some
agents work better then others.
If you receive too many calls and the subject is similar, it is better to use auto responder will offer proper field and, perhaps, answer the questions.
How can you receive less false calls and more sale-oriented ones? Be certain, everywhere you print a telephone number, you print email address as well, where people are able to find complete information. You might even design a separate web-site for a particular service or product due to which you will have more sale-oriented inbound calls.
Everything written above may seem to be a complex process that involves good management. Consider it in terms of indicators you should take notice of. The most significant are conversion metrics; however you should pay attention to segmentation as well.
Who are your customers? What sort of problems do they have? These and other questions will help you be aware of all matters and thus improve your call center performance.