Improving cost savings in a contact center

in News
July 27, 2016
Improving cost savings in a contact center

Whether you operate a call center or a full-service contact center, Communication Strategies can help reduce costs and improve overall contact center profitability.

In one example, let’s assume you have a call center consisting of 100 agents, with each handling 100 calls per day, or 10,000 total calls per day. If each agent could save just 10 seconds per call on average, that would represent over 1,600 minutes per day. Assuming 260 work days per year and an average loaded hourly cost of $25 per agent, simple math shows that the expected annual cost savings could exceed $180,000 a year!

So how can we assist to shave the seconds?

  • Improved Front-End (IVR / Auto-Attendant)
  • Offer Self-Service options (front-end: while in queue)
  • CTI – Screen POP
  • Workflow Automation
  • Bullseye Routing
  • Agent Scripting
  • Omni-Channel
  • Preview-Progressive Dialing
  • Click-to-Dial

Contact Communication Strategies to perform a system analysis and audit. We can also provide a review of industry best practices and establish customized internal benchmarks for your business transactions. Our contact center experts can help evaluate your staffing models, provide outsourcing options and optimize training processes.