a cloud call center on your budget | ringio
TRANSCRIPT
Daniel VictorMarch, 2013
Better Business with Every Call
Call Center on a Budget
www.Ringio.com
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Agenda
SamCEO
• Cost center or Profit center?• The Human cost• The Hidden costs• Top Ten Recommendations • Ringio Virtual Call Center
AshishCTO
DanielSales
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Cost center or Profit center?
• Many companies classify call centers as cost centers.• Is this shortsighted?
– Opportunities to increase branding exposure– Opportunities to increase intimacy with the customer– Opportunities to upsell and cross-sell– Opportunities to retain and to augment customer happiness
• Recommendation #1: Frame your activities in the organization as a profit center, and you will unlock much bigger budgets.
• Recommendation #2: Measure impact of activities above and socialize within the management team of your organization to get buy in to your strategy.
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The Human Cost
• The largest call center cost is agents
• Staff turnover just makes things worse
• Recommendation #3: Hire in lower cost areas of the country
• Recommendation #4: Keep agents happy and encourage long tenure
Cost
Labor TechnologyOther
http://strategiccontact.com/blog/2011/01/contact-center-cost-structure/
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The Hidden Costs
• Abandoned calls (10% industry benchmark)• Low satisfaction calls (10 – 20%)• Calls that require multiple follow ups (10-20%)• Poorly executed calls with void transactions (15%)• These can quickly add up 50-100% to the basal cost of operating
a call center!• Recommendation #5: Have a good tracking system in place and
follow up on metric deviations• Recommendation #6: Spot check your agents conversations to
raise their game• Recommendaton #7: Build a positive culture of performance
and accountability
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Technology and Cost
• Most organizations spend too much on infrastructure and too little on applications – the cloud has changed all that.
• Long term cost of technology is in malfunctions – not in licensing or telecom
• Technology that doesn’t enable your workflow is more costly than ‘costlier’ technology that does
• Hard to use or impossible to use technology is costlier than higher cost easy to use technology
• Recommendation #8 – look at cloud center providers• Recommendation #9 – focus on tool simplicity & workflow support• Recommendation #10 – it’s not how many features but how well
they work for you.
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Ten Recommendations
• #1) Frame activities as Profit center• #2) Measure impact and socially embed in Management• #3) Hire in lower cost geographic areas of the Country• #4) Keep agents happy; encourage long tenure• #5) Have tracking system; follow up on Deviations• #6) Spot check Agent conversations for training Opportunities• #7) Build positive culture of Performance and Accountability• #8) Utilize Cloud Center providers• #9) Focus on Tool simplicity and Workflow support• #10) Focus on Feature Quality, not Quantity
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Our vision
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Q&A and Wrap-up
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