How to Prepare Your Budget

We live in some economically trying times. No doubt about it. Even industries that have been historically successful have been forced to tighten their belts while the world is suffering from this seemingly endless economic downturn. Call centers are by no means immune to this. Fortunately for this industry, it hasn’t been hurt nearly as bad compared to other struggling industries. It has managed to survive. But managers at call centers are being forced to make budgetary decisions these days as well. The decisions made can have consequences, large and small. Many managers are struggling to make these decisions, given this unprecedented economic climate. It’s entirely understandable. But the fact of the matter is it that it doesn’t have to be as hard as they may think it is. Here are some tips for call center managers struggling to compose a budget for the coming fiscal year.

First, it’s important to prove the value of the department. No executive is going to sign off on your budget if he or she doesn’t understand the importance of what it is the call center does. So meet with the stakeholders and share the successes from the past year. One of the best ways to do this is to use anecdotal evidence from call center employees that will highlight the department’s relevance. Another way to impress them is to align your goals with the corporate goals. The higher-ups in your company will be more likely to sign off on your budget if they see you as a contributing factor in the company’s overall trajectory.

Make sure to include all of your current expenses. This will make it much easier to project what you need for the coming year. The three major costs you need to be mindful of are infrastructure costs (network, facilities, utilities), human resources costs (salaries, benefits, training and recruiting programs), and technology costs (materials, maintenance contracts). In the case of technology costs, try your best to argues that they eventually pay for themselves if they the technology in question improves productivity and efficiency. Also, contact your vendors and get a general idea of the additional costs you may need to set aside for future products. It’s better to be surprised during this budgeting process than months down the road.

Leave a little cushion for potential growth when drawing up your budget. No company can reach its goals without a little investment in its own future. For this step, you may need to bring in a little outside help. Have an experienced consultant come in and observe your technology and business practices. Have him or her leave you a list of ideas that will help your call center reach the goals you’ve made. Keep in mind most of these investment costs will come from training.

Going back to technology, don’t forget that there is more to technology than just the initial purchase price. Factor in costs for maintenance and upgrades. You’re going to need to take advantage of both if you want your call center to succeed. No business becomes lucrative thanks to antiquated or damaged technology.

The final step, and quite possibly the most obvious one, is to look for places to cut. It’s trying to be sure, but if you want your budget to be taken seriously, you need to take the time to go line by line on this one. You will always find wiser ways to spend your money. What many call center managers are considering these days is the installation of a “work from home program.” This will cut down on facility costs.

Obviously, your costs are going to be unique to your company. No two companies are alike, even if those two companies are both call centers. But these are some proven tricks that will help you manage your books, prepare your budget and ultimately get that budget approved. For more information about call center certification and project management training courses, check these out.