|
Controlling the Cost of Call Center
Operations Toolkit
How to cut costs in your call center
|
|
This toolkit
is now delivered electronically |
|
|
Overview |
Table of Contents |
Brochure (pdf) |
"A truly comprehensive guide for reducing call center
costs. A resource with this perspective is long overdue."
Gerald Tschikof, Founder of Center Partners
"In today’s economic times, every call center
manager should be using this toolkit."
Lisa Stockberger, Vice President, Vanguard Communications
Controlling the Cost of Call Center Operations provides
a systematic approach to reducing your call center costs. With this toolkit, you will
critically examine multiple channels for reducing expense. The outcome is a set of
identified and prioritized cost saving initiatives that are most suited for your contact
center.
This toolkit is ideal if you…
- need to reduce the cost of your call center operations
- are under pressure to deliver the same level of service with fewer resources
- are faced with increasing costs in your call center
- need to manage peak calling periods or seasons without ‘breaking the bank’
View the full table of contents
The toolkit provides
over 50 initiatives that you can use to cut costs in your center.
You will develop a cost reduction plan that includes quick-hits, mid-term tactics and
long-term strategies.
In the toolkit you receive a master roadmap diagram that shows the framework for cost
reduction initiatives including:
- lowering handle time (e.g., talk time plus after-call work time for a
phone call)
- reducing resource costs for handling contacts (fully loaded cost per
unit time)
- decreasing total volume of contacts (volume of inbound contacts for all
media)
|
|
 |
In addition to the analysis of
cost contributors, the toolkit
examines the different types of initiatives that you can take to reduce costs.
|
|
970-669-6554 --
Email Us -- Sitemap
About Us. Copyright 1998-2007. All rights reserved.
Centerserve is a division of Prosci, Inc. |
