5 Tips for Call Centers to Weather the Changing Economy

Though the “Great Recession” may be over and the economy is starting to recover, many organizations are still feeling the pinch of those lean years. 3C Contact Services, the leading provider of outsourced call center solutions, tells their partners that there are ways they can keep costs down without having to sacrifice service levels or the morale of their employees.

By following these five tips, you’ll see your profits grow along with your employees’ job satisfaction:

1. Practice Frugality: One of the biggest costs for most businesses is buying new equipment, such as computers. However, this doesn’t mean that you have to buy new equipment. Often, you can find refurbished computers at a fraction of the cost. Training agents as a group instead of individually is another money-saving measure.
2. Quality, Not Quantity: Don’t waste time and resources doing something quickly only to have to go back and correct it; take your time and do it right the first time. Try to get your clients to give you projects well in advance of a deadline so you can take the time to do it properly.
3. Employ Agent Autonomy/Self–Management: The equipment and technology needed to monitor your employees’ productivity can be costly. Saving money in this instance will require you to place trust in your call center agents to manage themselves. If you still want to keep track of your agents’ productivity, have them submit a report at the end of their shift.
4. Manage Morale: While treating your agents to outings and expensive meals may seem like a great way to boost morale, it can be costly for your organization. Often, receiving praise regularly can be enough to boost morale, as well as reward your employees for doing their job well. An extended weekend or giving your agents the time they requested off is another way to encourage morale.
5. Streamline Operational Efficiencies: This will require a good, hard look at your business to figure out which responsibilities can be merged so a single agent can take them on. If your agents are spending too long on calls, look at ways you can reduce processes that contribute to lengthy calls so your employees can assist clients in a timely manner and get back to their duties.

Bearing all this in mind, there are times where you may just need to buy new equipment. Monitor the Web for sales and develop a good working relationship with a supplier. If a rush job comes in, have one of your agents who has shown the ability to produce quality work under pressure handle the project and tell them to make it a priority.

Finally, you still want to treat your employees to a special occasion, such as a year-end party. We at 3C Contact Services suggest searching for affordable-yet-enjoyable meals and party packages; affordable group packages are also often available.