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Keeping Your Contact Center Financially Efficient

by Jon Davies, Agent Sales Manager - June 18, 2015

Keeping your contact center financially efficient
By Jon Davies – Agent Sales Manager

In order to stay competitive it is important for businesses to ensure that their operations are as efficient as possible. There are a number of ways in which companies can help to keep costs down without compromising on performance.

One of the main ways in which firms can help to achieve a more efficient contact centre is by choosing the right equipment for their business, and ensuring that they get it at the right price.

Agent headsets have enabled businesses all over the UK, Europe and worldwide to reduce their spend, without compromising on call quality or comfort. By offering a range of different headsets and accessories to suit every requirement and budget businesses finally have the ability to provide their staff with quality communications equipment at an affordable price that suits their balance sheet. With Agent it is possible to buy peace of mind along with a headset purchase courtesy of a 3rd year warranty as standard and options for next-day warranty replacement.

Communications equipment ensures the quality of the call is good for customers and staff alike, but as important, is how the calls are managed and monitored. Information is a vital part of the contact centre and having the right technology at your disposal gives your business the opportunity to keep a thorough database recording every call.

Once you have an adequate record of every call that is made to your network, it is much easier to measure the performance of employees in terms of how they interact with customers and clients. When the quality of calls is measured, it makes it easier for management to train staff and improve efficiency.

Productivity is a huge part of enhancing the efficiency of your contact centre. While having the right infrastructure is important it is ultimately useless without the right hardware.

The use of headsets means that employees can keep their hands free, allowing them to complete other vital tasks while on the phone, such as looking up details or taking down important notes, a process that would otherwise take extra time.

This means that employees can cater to the needs of customers and clients more effectively, which will make their job easier and improve levels of morale as well as enhancing output and increasing customer satisfaction.

However, keeping employees happy with new equipment is only half the battle, as there also needs to be a thorough company-wide understanding of the reasoning behind why conversations with customers take place. For instance, a business running a customer service contact centre can should identify the main reasons for people choosing to get in touch as this can help you to streamline the handling process, making more time available for other tasks.

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