By Matt McConnell
rong at the ende customers to make those cuts. Holding on toions and competitorss surface again and again in the call centerwsletters, vendor solicitations, etc. They are (in no particular order):nts: at-home and outsourcedntotential to reduce costs. Each also has the potential to drivecorrectly and without the right safeguards. This guide will
e than you bargained for.
ugh reducedility and infrastructure costs with at-home agents and outsourcing. But many haveely customerand processrvice is almostssful call centers are those that have defined, detailed agent qualificationshen hiring new agents, no matter where they sit.ave been set, alled with the samerformance management they need to be effective. This iscritical given the dispersed nature of the workforce.
Who has time to answer the phone?
Headcount reduction of agents and/or supervisors can have the most potential for reducedcustomer satisfaction and revenues. There are a few ways to execute some of the measuresbelow, however, with minimized damage:
Cost-Cutting Insurance for Customer Service
How to make common cost reductions without sacrificing custo
Everybody is doing it. Cutting costs, that is. But the businesses that will emerge stof this recession are the ones who don’t sacrificcustomers during tough times can prove difficult, given inevitable cost reductwho are just a click away for a dissatisfied customer.Five of the most common cost reduction methodpress, the blogosphere, ne
More distributed age
Reduced technology costsEach of these methods has the pcustomers to the competition if done inoutline simple methods to provide that “insurance.”
One of the most common solutions to “cheaper” has been to cut labor costs throlabor, facdiscovered that “cheaper” came at the expense of consistency, quality and ultimatloyalty.In our research
, executives called for a consistent hiring and training platformacross all agent segments. Without it, they said, reaching a consistent level of seimpossible.Hiring:The most succeand do not deviate from them w Training & Performance Management:Once key metrics and expectations hagents – whether in the center, at home, or across the ocean – must be providtraining, ongoing coaching, and pe