Companies are always searching for methods to cut expenses and increase efficiency. This is especially true when there is expansion. Using the “tried and true” techniques for belt tightening is one of the simplest and fastest ways to accomplish this. These include reducing the number of employees, reengineering procedures, introducing new technology, and changing responsibilities.
Each of these areas has the potential to save a substantial amount of money, but as an operations manager, you must use strategic judgment and avoid sacrificing the effectiveness and caliber of the services your team provides. This is especially true in today’s customer-focused business environment, where customers have high and rising expectations, and businesses who provide exceptional customer service stand out from the competition.
Call centers continue to remain the foundation of any customer care strategy, even though self-service web channels are increasingly being used for consumer engagement. The goal is for them to offer individualized help, but this calls for a significant manpower investment that may last around-the-clock. Call centers have historically not generated money, but this is beginning to change, hence outsourcing is frequently emphasized as a cost-cutting measure. However, this may result in possible issues with the quality of the services.
Three levers can be used to lower the cost per call in a call center setting, per a report from strategy company PwC: Reduce call transfers by answering calls the first time they arrive, divert calls away from agents by enhancing self-service, and stop needless calls by better attending to customer needs. These reductions can be achieved in the following three ways:
The advent of SMS technologies
Consumers prefer to interact with companies via the same means they use to stay in touch with their loved ones. Social networking and text messaging are at the top of the list because they are more personal, quick, and handy. Customers will undoubtedly perceive businesses that provide these channels in their B2C communication mix more favorably than those that do not.
The main upside for businesses who create these tech solutions is that, in addition to getting praise from clients for being pertinent and helpful, they will also benefit financially because these digital solutions are significantly less expensive per call than a call center that operates over the phone. The average cost per contact for calls handled by agents is over $4, whereas the cost per contact on the internet is remarkably lower, ranging from $0.10 to $0.15.
There are several methods to use SMS to improve the customer experience, according to callcenterhelper.com. This can be used for appointment confirmation, automated reminders, or just to deliver brief, educational messages to clients about new goods and services. Customers’ interest in downloading content can also be piqued via SMS, opening up even another source of income.
Compared to phone contact, text messaging’s inconspicuousness guarantees a more delicate consumer relationship. Additionally, it gives clients more options for self-service and gives them a sense of control over the communication process.
Using SMS technology also has the important benefit of speeding up your workflow. It reduces the work required to maintain an organization’s database current and allows agents to automatically respond to inquiries. It accomplishes this by use delivery receipts to verify the legitimacy of phone numbers and automatically storing “do-not-call” requests in the system. Lastly, by enabling callback requests, it eases the strain on incoming lines.
The following are some essential components of an effective SMS technology solution that can be applied to lower expenses and boost productivity in a call center setting:
SMS with an outcome. The result of a call, such as “information request” or “appointment made,” can immediately initiate a message.
SMS sent in bulk. Agents can send many SMS messages at once thanks to this feature.
SMS with data integrated. Agents can send a template SMS by combining client data, which is comparable to a “mail merge.”
Support for multimedia messaging services (MMS). the capability of sending consumers not only text but also images, videos, and other types of content.
support for inbound keywords. Individual SMS messages can be directed to particular campaigns by using keywords in incoming SMS.
lists of suppression. Phone numbers should be verified against a suppression list prior to sending SMS messages.
requests for incoming calls. The company’s outgoing SMS may be the cause of this.
either hosted or premise-based. The majority of solutions will merely need an Internet connection and be hosted. However, some carriers set up hardware, such as SMS modems, at your location.
either pre- or post-payment. With these options, you may either pay for SMS messages after they are sent or purchase them in bulk before sending.
receipts for deliveries. Real-time message statuses like “en-route,” “failed,” or “delivered” can be provided by certain SMS providers.
Interactive voice response (IVR) via SMS. Customers can use SMS to access self-service options. The majority of self-service IVR features, such as purchasing movie tickets and getting train times, can be enhanced with this.
By cutting down on client wait times, SMS technology can assist businesses in relieving the strain on their incoming phone queues. Because they don’t have to wait to talk to an agent, customers have a better overall experience with the company. Additionally, it helps businesses more effectively target their clientele, which saves time and money.
Better inbound queue management and more effective communication help call center agents just as much as they do customers. Additionally, businesses benefit from text messaging since it allows contact centers to ensure that their information reaches the client rather than wasting time and money on repetitive emails or phone calls.
Self-service improves client satisfaction.
As previously stated, each call center nowadays must provide an exceptional client experience. A key element of this is customer self-service, which enhances the customer experience while lowering call volumes and operating expenses.
Self-service is a great approach to lower call costs by reducing manpower and telephone overheads, according to Talkdesk, a call center specialist. By letting clients assist themselves, you can accomplish this without sacrificing the quality of your services. Customers that don’t want to speak with an agent are not uncommon; in fact, many of them absolutely detest it.
These customers will jump at the opportunity to help themselves. Providing them with self-service options like informative hold messages, a detailed knowledge base, self-service IVR, ‘how-to’ blog posts, website FAQs and ebooks will significantly reduce inbound call volumes without compromising service quality.
Callback from queue is another great self-service feature that helps reduce costs. According to research company Forrester, 72 percent of people surveyed stated they would like the option for a callback when calling a company. The beauty of this feature is that not only does it improve customer satisfaction, it also reduces cost per call, as it decreases the number of callers waiting in a queue. As a result, telephony, toll call and staffing costs all decrease.