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Controlling costs in call center operations is at the
forefront of business initiatives across the globe. Call centers managers are facing
constant pressure to do more with less. Improve service, cut costs.
Moreover, peak
calling periods and seasonal variations also require call center managers to find
ways to handle these peaks without "blowing the budget" by hiring more staff.
Two current publications are targeted at cost reduction in the call center. The first
resource is a comprehensive toolkit with more than 50 ways to reduce handle time, lower
resource costs and reduce contact volume. This product is called "Controlling the
cost of call center operations."
The second resource are our benchmarking studies on call center best practices that outline
critical management do's and don'ts that directly impact call center costs. These resources
are called "Call Center Best Practices Reports."
 Need help? Ask
an analyst
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Controlling
the Cost of Call Center Operations
A comprehensive guide for reducing call center costs. This operations model presents more
than 50 initiatives to cut costs in your call center, and includes worksheets and
templates for prioritizing these cost savings.
More
information.Call
Center Best Practices - Benchmarking
results from 250 call centers including an integrated scorecard for quality monitoring.
Find a
Call
Center Business Performance Package to meet your needs and
save 20-25% off the list price!
Change Management Book
Topics: how to manage change effectively in your call center.
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