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This module
has 7 additional modules completing the eight part series. See all 7
links at the end of this module.
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A foundation
for controlling call center costs
This tutorial series is comprised of excerpts from Centerserve's
e-toolkit, Controlling the Cost of Call Center Operations.
This series includes 5
tutorials and concludes with guidelines for creating a cost
reduction roadmap for your call center. Information about
obtaining this e-toolkit is available at the end of the
tutorial. |
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In
this week's tutorial, Centerserve will provide you a comprehensive
framework for reducing the cost of your call center
operation over time. The outcome of your cost reduction
planning will be a set of identified and prioritized
cost saving initiatives that are most suited for your
situation.
Your cost reduction initiatives can be placed in three
categories: short-term (less than 3 months), mid-term
(3-6 months), and long-term (greater than 6 months). |
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Cost
control: the framework components
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Controlling
or reducing the cost of call center operations requires
addressing three cost components of handling contacts:
handle time (e.g., talk time plus after call work time
for a phone call)
resource costs for handling contacts (fully loaded cost
per unit time – e.g. cost per minute)
total volume of contacts (volume of contacts for all
media) |
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Reducing any one of these three variables will reduce the cost
of operating a contact center. This framework is critical to a
systematic analysis of your contact center costs. In the
following summary, we will build on this framework to begin the
process of analyzing the potential areas for cost reduction. |
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Reducing the
handle time
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Reducing the contact
handle time can be accomplished by improving one of the
following three areas:
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- Improve or redesign contact processes
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Reducing the
cost of resources
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Reducing the cost of
resources (including the cost of people, equipment or
facilities necessary to handle customer contacts) can be
achieved by one of the following methods:
- Drive volume to lower cost channels
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- Reduce agent payroll costs
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Reducing the
volume of contacts
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Reducing the volume of contacts can be achieved by one of the
following methods.
- Eliminate reason to contact
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- Minimize misdirected calls
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Note that redistributing volume
to alternate media (i.e., moving phone calls to IVR or web
self-service) does not appear on this diagram. That type of cost
reduction initiative is addressed in the category of “Reducing
the Cost of Resources” under the area "Drive volume to lower
cost channel."
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Putting the
framework together
By taking each component and putting them together, you can
create a master framework for identifying cost reduction
initiatives for your call center as shown in the cost reduction
diagram below.
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Cost reduction diagram
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This tutorial series will take
each component of this cost reduction diagram and analyze the
potential opportunities that may apply to your call center
operation.
The series will include:
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"A truly comprehensive guide for reducing call center costs.
A resource with this perspective is long overdue."
Gerald Tschikof, Founder of Center Partners
Visit the Controlling the Cost of Call Center Operations site
Order this e-toolkit and have it
delivered straight to your Inbox! No shipping costs! |
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