In today’s World, Competition is a main part of Life. All contact centers are trying to look for different ways to improve the productivity and efficiency of their call centers. There are certain ways that can help the contact center in reducing the overall operating cost

1. Top 11 Tips To Reduce Operating Cost of Call Center

2. Introduction
 In today’s world, competition is an inseparable part of our life. Every contact center is trying to
look for different ways to increase the productivity and efficiency of their call center and at the
same time deliver a great service experience to their customers.
 But, the problem is that most of these techniques require the use of latest tools and a lot of
time and investment. Due to these constraints, it is not possible for every contact center to
follow those approaches for providing exceptional service experience.
 So, does that mean that great customer-service comes at the cost of huge investment in
various tools and technologies such as best call center software?
 If you think that’s true then you are wrong. There are certain ways that can help the contact
center in reducing the overall operating cost which will be discussing same in this article.

3.  This is the first step to take when looking for ways to reduce the operating cost of a call
center.
 By thorough and detailed analysis the call center management can finalize on essential and
not so important expenses and can act accordingly.
 Some of the essential expenses includes training of agents and giving them competitive
salaries to have employee engagement and satisfaction whereas the number of agents
required, additional services like investing in secondary tools for task management can be
reduced to cut on the operating cost.
Analyze expenses

4.  Providing customer with an option to allow agents to gain remote access to their system or
product for resolving their query and also to get a better understanding of the problem will
help the agents in fixing customer’s issues in a much faster and better manner.
 This will increase the count of total campaigns closed and that too in a short duration of time
which in turn improves the SLA score.
 Along with that adding remote access support option gives an opportunity to the contact
center to have agents that can do work from home which increases the queue availability and
reduces the resource and infrastructure cost of a contact center.
Introduce remote access support

5.  This is probably one of the most successful and effective ways in which a contact center
can not only reduce their cost but also reduce their call volume and gain productivity.
 By analyzing and publishing a list of most frequently asked questions along with the
correct process of resolving those issues helps a contact center in reducing the operating
cost to a great extent.
 This also ensures increased availability in queues which in turn reduces the call wait time
which is a critical performance indicator for any call center.
Detailed FAQs

6.  Most of us will agree that majority of the call center operating cost is applied to training
and hiring of agents and then on infrastructure of the contact center including software
and systems like the call center software solutions.
 Thus, reducing the attrition rate of employees is a big factor that can affect the operating
cost to a great extent.
 Not only does it enable the call center management to save on hiring and training of new
agents, it also gives an advantage to the call center when compared to their competitors
as your contact center can have experienced agents and they are already aware of the
techniques for delivering extraordinary service experience.
Reduced turnover rate

7.  A lot of people do not consider this as a method of reducing the operating cost of a
contact center.
 But if thought properly the skills and experience of an agent in the field of customer
service also play an important role in lowering the cost.
 As an agent with superior customer handling skills will require less training and will give
better results in a short period of time when compared to a less competent agent.
Proper Hiring

8.  FCR stands for First Call Resolution. It indicates the number of issues resolved in the first call.
When talking in terms of call centers it is one of the main metrics that affects all the other
major metrics.
 Also, it directly related to the running cost of the call center as it reduces the demand for the
service and builds a good reputation for your contact center.
 Since the customer had a good service experience there are high chances that they will hear
the agent through the up sell or cross sell activities which open the door for new business
opportunities.
Increased FCR

9.  Improved schedule adherence enhances the floor coverage and call management at the same time
reduces staffing cost.
 Some basic points that should be considered to increase schedule adherence are proper usage of
workforce management software to keep a track of every agent’s login, logout and break schedule.
 Also rewarding agents with maximum attendance and most punctual will motivate other agents to
adhere to the schedule.
Schedule adherence

10.  One of the best ways of decreasing the cost of contact center costs is by providing agents
with various marketing strategies and giving detailed product knowledge.
 Agent training plays an important role in increasing the productivity as multiple call center
KPIs (Key Performance Indicator) depend on agent’s knowledge and the strategies they
adopt for providing customers with an excellent service experience.
 Giving agents constant feedback and training to improve their performance will not only
help the contact centers in reducing their operating cost but will also help agents in their
personal growth which will indirectly allow the company to gain better results.
Effective training

11.  Call center managers understand that customers call on their support number for
numerous reasons which includes everything like maintenance request or solving an
actual technical problem.
 However, with the help of call center management software, tracking of similar
issues from several campaigns and customer feedback it is possible to find out the
cause of these common problems.
 Once the management has identified the area which needs improvement they can
publish KB (Knowledge Base) articles on their website that contains fix to those
issues. This will reduce the incoming call volume and reduce the cost on calling
services.
Elimination of problems

12.  Building and maintaining an excellent team requires them to deliver consistent performance.
 With the help of call monitoring feature of their call center software, the management can
keep track of every agent’s performance while interacting with a customer.
 This will ensure enhanced customer satisfaction level and thus increase chances of
recommendation from their existing customer so they can gain new business.
Call monitoring

13.  We all know that many customers do not like calling support lines and interacting with
agents they look for ways to fix their problems on their own.
 For such customers, it is essential that call centers invest in tools and technologies that
promote self-service like chatbots, SMS or text support.
 Investing in such technologies not only helps the contact center in increasing their
customer base but also cut on the cost of staff hiring.
Promote self-service

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