Call Centre Consultants

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   The Consequence of Experience

Reducing Call Centre Costs - Increasing Profitability

Changing Cost into Profit

Many companies regard their Contact Centres as one of the necessary evils of today’s business environment. Even when the Contact Centre is regarded in a positive light, most Companies class them as Cost Centres.

By reviewing current procedures and aligning them to tomorrow’s business needs, the Contact Centre can become a profitable business unit. 

Contact Centre Effectiveness

Staff turnover is generally the greatest drain on call centre effectiveness. It also brings with it, hidden costs that are usually greatly underestimated. This can have a significant impact on the commercial effectiveness of the operation.

Re-engineering the business processes as well as addressing staff turnover issues can produce huge financial improvements. Depending on the circumstances, it may be possible to improve staff retention by as much as 50%. As a result, the positive impact on the contact centre’s overall effectiveness and bottom-line, can be greater still.

Customer Retention / Customer Development

Many companies treat their new business prospects better than their existing customers. This can be identified by asking the simple question,

Which call types do you prioritise over all others? 

The answer will probably be New Sales Enquiries.

This is not an unusual response, but it should be challenged, when we consider that almost every organisation recognises the importance of customer retention and knows the benefit of cross-selling and up-selling to those same customers. Nearly every company will also acknowledge that their best new business prospects are their existing customers.

By reviewing existing processes and operating assumptions, the real value and potential of the customer base can be realised and achieved.

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