Call centers and contact centers are integral to any present-day business operation. Without a quality call center representing your brand, your business is more likely to fail than succeed in this extremely competitive world. But costing is one thing that prevents many companies from running a call center – be it outsourced or in-house. Especially, businesses that do not have much financial clout find it hard to justify call center costing. This is the major reason why they end up with substandard outsourced call center solutions. And, this is also the main cause of them being not able to usurp the big players in the market.
The Steps to Reduce Call Center Operation Cost
Spending heavily on a call center operation does not guarantee its success. It is imperative that the money is spent judiciously. Optimized call center operations are a whole lot better than plush ones. Have a look at some steps that can reduce call center outsourcing cost considerably:
Automating call center operations
Thanks to all the software development going on in the call center domain, we have a number of software solutions that can simplify call center operations. IVR is one of the most evolving tools in the call center industry that can be used for simplifying a range of tasks. Its best utilizations come in the forms of self-service and improvised call routing. Smart IVR menus can direct customers to the right departments, cutting short the time that is spent in long queues. The same way, self-help instructions and broadcast messaging via IVR can cut down the number of manhours spent on attending the calls.
Focus on improving FCR
When it comes to solving the calls in the first attempt, the attitude of the agents matters a lot. A call center business outsourcing can work wonderfully well if the agents take every call as a challenge and do their utmost best to resolve it in one go i.e. improve FirstCall Resolution (FCR) ratings. It has a two-fold impact on a call center operation – 1. Customers do not call for the same issue more than once, which reduces the number of calls in the queues. 2. Overall customer satisfaction level improves as customers’ issues are resolved quickly.
Use multiple modes of digital communication
Phone support alone is not sufficient to tackle customers’ issues in the modern world. There are multiple modes via which customers like to make contact e.g. email, social media and Live Chat. If you are only going to use phone support than you will limit the number of people calling in, thus reducing your brand’s outreach and popularity. Also, quality phone support agents are rarer and more difficult to find. You also have to pay them higher salaries. For these reasons, an Omnichannel approach like running a contact center makes perfect business sense. Partnering with a competent vendor with readymade resources is the perfect way to cut down on call center outsourcing cost.
Offshore outsourcing and recruiting a liaison manager
Call center business outsourcing to a developing country like India allows you to exploit the currency exchange rate to its fullest. You can cut down the cost of operation by half and even more in some scenarios. And, if you are worried about high cost of travel to oversee these operations, you can hire a liaison manager. This person will act as your eyes and ears, and will coordinate all your operations in the vendor premises. A win-win situation for both you and the vendor.
Vcareis one of the most prominent call center business outsourcing company. It has experience of handling projects from different domains including the highly challenging call center for doctors offices. As it has all the right resources available in-house, it serves as your one-stop-shop for hassle-free outsourcing at a considerably reduced price point.
call center outsourcing cost
