Operations4.5 minute read
How to Reduce Call Center Overhead Costs with On-Demand Customer Care
For most businesses, maintaining a call center is no easy task. With the explosive growth of consumer technology in recent years, creating a superior customer experience today requires using a modern, sophisticated contact center. And that means not only keeping up with the latest advancements in hardware and software, but also leveraging a team of skilled agents and IT professionals to make it all run smoothly to satisfy customers.
None of this comes cheap. Today’s call center overhead costs have escalated to almost untenable levels, even for larger businesses with significant infrastructure resources. As such, reducing call center overhead costs has become a priority for most managers and financial executives. Luckily, with on-demand customer care services, that goal is more readily accomplished than ever before.
Call Center Overhead Costs: Doing the Math
Even the most well-financed, onsite call centers are hard-pressed to provide their owners with a satisfactory return on investment, which is why these services are increasingly being outsourced to specialists.
The expenses are formidable: Take the basic costs of the call center structure itself, from the nuts-and-bolts expenses of all the required equipment ,such as phone lines, to the bills for power and network connectivity. Next, add in the salaries, benefits, bonuses and vacation time of call center employees—including not just customer service agents but managers, IT professionals and human resource reps.
And don’t forget to factor in the unpredictable. Weather events or seasonal promotions often require one-time or recurring increases in expenditure. Remember, if you have a slow season or unexpected outage, you still have to pay agents and keep maintaining your equipment and infrastructure. If not, you risk facing an even bigger expense by hiring and training new agents or replacing aging equipment when business picks up again.
Add this all up, and the sum total is a significant outlay of capital to build and maintain an onsite call center—not to mention the time and labor required to get it all up and running. And these are rarely one-time costs, but typically recur every few years to stay current.
Reducing Call Center Overhead Costs with On-demand Services
Partnering with an on-demand customer care provider eliminates most of the above expenses. That’s why the use of a proven provider like Working Solutions is becoming popular for businesses of all types—including retail, healthcare travel, and many others.
Thanks to its distributed network of contact center agents, who work via cloud-based technology from across the United States and Canada, the Working Solutions model can reduce call center overhead costs for businesses. Yet, quality isn’t sacrificed in the process: Quite the opposite, since the provider’s reputation and continued success depend on maintaining the highest levels of quality care across the board.
Thanks to its distributed network of contact center agents, who work via cloud-based technology from across the United States and Canada, the Working Solutions model can reduce call center overhead costs for businesses.
Working Solutions has spent decades building a network of independent, home-based agents—the kind of professionals who thrive in a freelance workplace.
“There are thousands of highly educated, skilled professionals who desire or require flexibility in their work,” as Working Solutions experts point out in a recent blog. Using such agents leads to “a win-win scenario. Companies have the professional agents they need, only when they need them; the agents, supported by cloud technology, have flexible, home-based careers where they only work when they want.”
Companies have the professional agents they need, only when they need them; the agents, supported by cloud technology, have flexible, home-based careers where they only work when they want.
In other words, these agents are motivated and happy in their work, which is a big factor in achieving great customer service. Because agents are engaged in a career they love are more motivated and efficient, providing additional value for money spent. And don’t just take our word for it. Learn how much Working Solutions agents love their jobs in their own words.
On-demand Services: Scalable, Flexible and Customizable
On top of offering high-quality agents at a lower price point, on-demand customer care is also scalable and flexible, meaning you only pay for the services used. The provider also handles all the hiring and onboarding, as well as technological upgrades, maintenance and security.
“On top of offering high-quality agents at a lower price point, on-demand customer care is also scalable and flexible, meaning you only pay for the services used.” Click To Tweet
Leading providers like Working Solutions can customize solutions to meet a company’s exact needs, supplying agents who are knowledgeable not just about the brand and business, but are also schooled to handle special events, from seasonal marketing campaigns to annual healthcare enrollments.
“On-demand services can customize solutions to meet the company’s exact needs.” Click To Tweet
There’s more: On-demand customer care can reduce call center overhead costs by eliminating the possibility of downtime related to disruptive events. Particularly for businesses located in regions that regularly face disastrous weather, this is a huge benefit, resulting in nonstop customer service no matter what occurs.
Time to Reduce Call Center Overhead Costs? Call in the Experts
Yet, not all on-demand services are created equally. To find the right solution,, it’s essential to choose a contact center service provider with a well-run operation that can offer the reliability and resilience you need to ensure success.
With a history of providing top-tier customer care services, Working Solutions is recognized as the go-to choice for call center outsourcing for businesses of all shapes and sizes (including a number of Fortune 500 companies).
For more info on how we can help you ensure a seamless customer experience without the call center overhead contact us for a complimentary consultation.Let's talk
Chief Marketing Officer
Published on November 7, 2018
Published on November 7, 2018