Transform your COST center to a Call Center
It’s expensive running a COST Center. But it’s possible to convert your business back into a quality call center by cutting costs that don’t impact customer service.
How? Here are a few tips:
Ditch the Spreadsheets
When spreadsheets are replaced by a workforce management solution, a cost savings will immediately result from improved schedule adherence and optimization of daily agent rituals like breaks and lunches. Savings? As much as 10-20%.
Speech analytics delivers better marketing intelligence in other areas at a fraction of the cost of traditional methods. It also recognizes trends in what customers are asking about – that could influence new product development or changes to existing products and ultimately boost sales.
Switch to the Cloud
No upfront investment for hardware and software is required for workforce management or workforce optimization in the cloud. Instead, call centers pay a monthly subscription fee that, in many cases, will also cover training, support, maintenance and upgrades. Operating costs are lower as well, as there is no need for backups or hardware replacement.
Verint Monet has created a more detailed explanation of how to save money through workforce management in the cloud. The numbers don’t lie – here you’ll find a formula that will let you calculate the specific cost savings that can be achieved when WFM makes schedules more efficient, automates the forecasting and scheduling process, and reduces shrinkage.
Click here to read How to Calculate WFM Savings – it may be the first step toward converting your COST Center back to an efficient call center.
Speech Analytics for Improved Customer Service
Speech Analytics has been common practice at larger call centers for years. But more recently, top-tier quality monitoring software has
Using Speech Analytics for Agent-Customer Personality Matches
In previous blogs we have discussed how call center speech analytics makes it easier for contact centers to route calls