Do not go overboard in spending cuts Call center – expensive pleasure. But along with the fact that the creation of low-cost operations by increasing their efficiency is vital, an excessive desire for cheaper call centers have undesirable side effects. The experience of many companies – especially in the fields of finance, cable television, telecommunications and the Internet, shows that call centers can be an effective channel for generating profits without increasing the average processing time of contact – ie, that time the operator spends on a conversation with a client. Filed under: Citibank. The average processing time call – the main criterion for the productivity of the operator – is the subject of close monitoring of managers. One of the North American telecommunications companies found that tightening the requirements for this parameter led to a decrease in performance of the call centers in terms of sales of goods and services because call center operators chose not to prolong the conversation and when the sale is not getting better right away, to abandon it altogether.
In addition, different operators with the same time call processing, the amount of revenue was different in times. As a result, the company conducted targeted sales training and overall operator training to pull all the operators to the level of revenue performance and the processing time of contact, which had the lead.