Outsourcing inbound call centre services is an excellent move for businesses that are looking for a cost-effective and efficient way to deliver excellent customer service.
In order to improve efficiency of the call centre and reduce costs, you need to take measures to reduce cost per call. This is how call centre outsourcing services companies ensure they deliver excellent customer service in a cost efficient way.
How do you calculate cost per call?
Nowadays, most call centre Services either its inbound call centre services or call centre outsourcing services Company or contact centre services handle multiple channels. And so, call per transaction would be a more relevant calculation.
Determine the number of call centre agents you have. Define the time period for which you want to calculate the cost, i.e., an hour, a day, week or month. Find out the total cost incurred at the contact centre and divide it by number of calls attended.
However, it is not as easy or straightforward as that.
You need to get the right numbers from various areas such as costs of: Wages & benefits, hiring & training, building costs, maintenance, power, rent, hardware, software, digital costs, licensing and other overheads.
You are effectively looking at the total cost incurred in providing transactions and then dividing it by the total number of completed transactions.
How does knowing cost per call help?
Hiring right is possible when you know what you are trying to achieve. Agents with the right set of skills and talents must be hired and trained right to ensure quality transactions. Areas for improvement can be identified to ensure smoother interactions. This directly brings down costs.
Agents can handle transactions faster when they have the relevant information that is up-to-date and available instantly. This allows swifter assistance. Decisions on upgrading technology or implementing automation can be more informed when you know how well they will help you reduced call centre costs.
You can implement skill-based routing to reduce call handling times and improve first call resolutions. Agents with specific profiles and skill sets can handle related issues faster, enabling faster and better resolutions.
If your in-house operations are running up huge costs, you might want to consider the more cost-effective and efficient option of outsourcing customer service.
Thus, cost per call or transaction helps better call centre management. Measuring the cost per call will enable you to calculate ROI, manage call centre costs and bump up efficiency. Phykon is always for you regarding inbound call centre services and call centre outsourcing services.
For more information visit https://phykon.com or visit https://phykon.com/sydney/inbound-call-center-services-sydney.html
It is quite tough to build a business. But what’s even tougher is serving & retaining existing customers.
As an entrepreneur, are you stuck at the crossroads of choosing between growing your business and offering good customer services? If yes, then you’ve come to the right place. As a business based in Australia (Sydney & Melbourne) Phykon takes pride in helping local businesses flourish.
And how do we do that? By enabling them to offer excellent customer service 24/7, using a fully trained team of experts to offer outbound and inbound call centre services and call centre outsourcing services.
Our multi-channel AI-enabled contact centre delivers reliable & cost-effective customer support of a global standard. This means you can halve your costs and increase profits, with 100% scalable & secure services!
For more information visit https://phykon.com or visit https://phykon.com/sydney/inbound-call-center-services-sydney.html