Blog Article

Breaking Down and Reducing Your Contact Centers Costs

Posted by on June 17, 2019 8:00 am

Has it been some time since you’ve taken the steps to reduce your contact centers costs?

It’s probably been a while since you’ve last reviewed your contact centers costs. And by this, I mean total costs. Pencils, pens, power, service, labor, everything. The task to review every single thing could appear as a daunting task for anyone, but it’s necessary. So how do you do it? Well, it takes a bit of time and discipline. Below you will find 5 of the most commonly overlooked contact center costs.

  1. Office Supplies

    • This goes into what we touched upon above. Paper, pens, pencils, paper clips, coffee cups, notebooks, and everything in between. Take a look at your current order from your supplier and make sure you’re ordering only what is necessary.
    • On another note, similar to the belief that you shouldn’t go to the supermarket hungry, you shouldn’t order supplies only when you’re running low. Often times we over order supplies that we don’t really need.
  2. Labor

    • Do you have too many agents on the phone during non-peak hours? Have you made changes within your contact center’s technology that may allow you to require fewer employees? Often we don’t make the changes necessary because we aren’t looking. Take a look at how many calls are being placed and received. You may be able to cut costs by arranging different call blocks for your employees.
  3. Phone Service

    • Are toll-free and long distance minutes costing your business a fortune? Well, it may be a good idea to review your current service provider. Reach out to a telecom agent or another service provider to ensure you are paying competitive prices.
  4. Rent & Overhead

    • More often then not we get sucked into an office that we do not need. Take a look at your surroundings and make sure you are paying for what is necessary. If you see too much empty space in your office, then it may be a good idea to talk to your landlord and see if they have a smaller space available. A large home is best used with a happy family. Take the same approach when it comes to an office space.
  5. Technology

    • Are you using email trackers, voice recording software, or a pricey CRM? Take a look at the technology being used in the office. Often we sign up for services, and our call center agents fail to use them. If the service is not being put to good use, then cut it out.

If you need help figuring out where your money is going and what you could do to reduce your contact centers costs, contact a member of Televergence. While we specialize in long distance and toll-free service, our team also has more than enough experience to ensure you’re making the right decisions for your business. Contact us here today.