When operating a multilingual contact centre, customer service costs can add up fast, and over a short period of time they will quickly add up to A LOT.
If you are looking to improve your business’s bottom line, or provide better customer service, you need to implement these methods to reduce customer service costs without sacrificing the support part, and still providing exceptional customer experience.
Re-evaluate your equipment, it could be costing you more money than you think. For example, automating your contact centre’s telephone system for the less used customer service functions could potentially save time and reduce cost on payroll and training. Cloud-based technology can also centralise your whole contact centre into one consolidated customer service centre.
- Phone System: Find an appropriate calling system that will streamline the process. An automated attendant or system that reroutes calls to correct contact centre agents quickly can be a life saver, especially during customer service peaks
- Software: Is your CRM software integrated with your calling and scheduling systems? If not, make it your top priority.
- Storage: Most on-site systems can be moved to the cloud, especially if they take up valuable space and resources. Evaluate if doing so will help you save on utility costs.
Embracing the multi-channel approach, implementing it and then aligning all your communication channels is what all contact centres should aim to achieve in 2015.
It’s not only about the technology, it’s about the people. Your contact centre is as strong as its core employees – the front line grunts, contact centre agents.
Make sure that your teams can handle multiple communication channels, be it email, phone call, live web chat or social media. Assigning two people per campaign to each communication channel might seem a reasonable choice, but in the end, it might cost you more.
Remember about attrition and turnover rates, which despite the efforts of contact centre managers still plague the industry to this day. Train each representative, they need to provide exceptional customer service on each communication channel – versatility is essential.
Also in the case of returning customers, if the same agent handles the quarry throughout all communication channels, it adds a new depth of personalisation thus creating a compelling experience for the customer resulting in increased customer satisfaction.
Cutting customer service costs is not about blindly “swingin’ the ole axe” and reducing budgets, it’s about making your business more efficient.
Upgrading software, as well as hardware, will lead to increase in employee efficiency while embracing the multi-channel approach and centralising all communication channels will lead to increase in customer satisfaction, both of which will in the long-term lead to better customer retention.
Evaluate budgets, look for ways to increase efficiency, and only then cut costs.