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Cost Center ROI – Believe It - CallSocket - ContactCenterWorld.com Blog

Cost Center ROI – Believe It

 

When analyzing call center productivity – or researching call centers at all – it’s always tempting to make “call center” and “cost center” black and white terms. After all, aren’t there only two options in business … make money or lose money? Well, notwithstanding non-profits or human services (happy to break even), those two directions are pretty cut and dried. Problem is: presuming a call center is an island unto itself deforms the question in the first place. Business operations involve a dozen departments, and each of those is usually a moving target. So, “do I want a call center or a cost center” is not the right question. (Spoiler: You’ll find out here that there’s such a thing as Cost Center ROI.)

Who’s Your Customer?

One suggestion would be to begin with the customer and end with the business. You’re making decisions that will have long-term revenue, brand, and reputation imprints. Pretending there’s no “white space” between your revenue and your call operations would be an MBA 101 mistake of dramatic proportions. How many companies have brought back control of their contact centers to the United States? Although Citi, Neiman Marcus and Nationstar Mortgage are among the larger notable companies that have moved back to the U.S., it’s widely known that Dell and Intuit (technology), Merrill Lynch and HSBC (financial), and Delta and United (airlines) have moved back – but not “officially” and for all time, as these companies might reverse course or do some offshore later.

Whatever the case, an unhappy customer is not a good place to look for repeat business. FI Group concluded that customer support agents that can be understood clearly were able to resolve 88 percent of their problem calls. When customers report that the agent was difficult to understand, the calls are only resolved 45 percent of the time. In those conditions, it would be hard to prove that you’re “putting the customer first,” let alone having any effect on cost center ROI. Plus – and just as bad for the business – the costs of unresolved problems and angry customers offset savings in salaries. The most complex calls (also known as “contextually sensitive” calls) require a comprehensive understanding of language and cultural awareness. So, as always, cost center ROI (or any ROI) comes back knowing your customer.

The Bad Reputation of the “Cost Center”

Every business operating to make money, whether for profit or not, that is using a contact center, or considering one, for inbound customer calls should not be thinking, “call center or cost center.” Why? Cost center ROI doesn’t have an impact on profits, right? Maybe. At first, your tendency might be to agree; there’s no cost center ROI because a cost center cannot generate revenues. In the traditional, “old school” sense, you’d be right. But try getting rid of your HR department and see if that affects your ability to generate profit. Most company’s cost center ROI does not have a “direct” impact on big sales.

With this line of thinking, it’s hard to make a case for the reality of cost center ROI in lean times, but where would you go without public relations, R&D, customer service, and investments in new equipment? That’s not how smart organizations work. We’re talking about generating revenue, seeing ROI, not leaving money on the table. Choosing to operate a call center or accept it as a cost center is essentially the difference between choosing more avenues of business income or merely maintaining a center with predictable costs where managers are rewarded for “underfunding” their units. That’s enough to make any CEO light-headed; “you mean I have to lose money to make money?!?” That pushes against many “academic-based” basic strategies learned about growing and maintaining healthy businesses.

Business Process Outsourcing

Once a business has committed to making their call center a means of revenue and not a costly “necessary evil,” the next decision revolves around the logistics of doing so. Outsourcing to companies with skills that are matched and specialized to a business’s objective can be a significant first step toward success. Call center or cost center start-ups and changes require smart BPO, which must include carefully analyzing the cost savings of U.S. call centers. Business executives owe it to themselves to closely examine the benefits of these savings as they directly relate to increasing ROI – using SMB specialized call center outsource companies who pride their centers on productivity.

Cost savings of U.S. call centers? That’s right — savings and U.S. in the same sentence. The trend in recent years of outsourcing call centers or cost centers to offshore companies has unearthed a fair share of challenges. A much deeper examination of real costs is in order. Superficial monetary figures may seem favorable at first, but those savings will dwindle quickly if said challenges exist. How can a call center be effective at performing tasks that increase ROI if they are unable to establish a satisfactory service transaction for the item the customer called in about in the first place? They cannot.

Cost Center ROI: Digging Deeper

Outsourcing to U.S. companies for the management of your call center means fewer barriers between your business, your customer, potential sales and retention. Keeping call center outsourcing with a U.S. based company can thwart many of the chief complaints that people have about customer service call centers, one of those being language confines. Is it a gross error in judgment to assume that because a person can speak the English language that they have full command over comprehension, which often impedes rationale when dealing with complex customer service issues. Thick accents can be trying for some customers, especially those who are elderly or slightly hard of hearing. Add these things together and often customers feel as though their experience is like fuel being added to an already frustrating situation rather than relating it to a simple phone call that turned a problem into a satisfactory solution.

Sometimes there is no satisfactory solution. Tight reins on offshore outsource companies often equates to limitations on the ability to make decisions, adjustments, corrections or even above the call of duty type customer service extensions. These obstacles account for a company’s inability to monitor a contractor’s daily activity or security practices. U.S. based call center outsourcing keeps the extension of business operations within easy travel distance. It also avoids language barriers and keeps this critical aspect of customer relations close to home for regular inspection, monitoring, training, and security. In short, a business can entrust a call center with critical parts of the business without feeling as though they have compromised control. The Wall Street Journal published an article in 2008, which addresses many concerns of both offshore and outsourcing in general. This article is especially helpful in determining where the land mines might be hiding with any types of outsourcing and will encourage clear and concise communication when choosing the right company to handle the job.

Home Is Where Customer Service Is

Customer service standards in the U.S. have stringent expectations among consumers, especially those living in the U.S. Naturally, outsourcing of call center activities are well suited to U.S. based and staffed companies. In addition to adhering to higher worldwide standards for service, U.S. based companies are also proponents of continued education and training. High-quality standards for equipment and communications services, fast turnaround times for issues that need to be resolved and abiding by U.S. business and employment laws are just a few more reasons to entrust your business with a U.S based call center. These facets of business become critical when assessing the bottom line. Keep in mind, whether a call center is an outsourced third party or not, your business name is being represented to the customers calling for service. Employees of the outsourced company will also somehow associate their overall daily working environment and experience as being tied to the values of the contracting company.

Cost Center ROI. Call Center ROI.

As a savvy businessperson, you’ve already decided. If your inbound call system is structured in such a way that little or no revenue is being generated, or it’s organized to do so but is not successful because customer service is failing, and clients are unsatisfied, you’ve likely identified the need to do something differently.

Establishing a call center using a reputable U.S. based outsource company can positively change both of those scenarios. Every business does something to make money and that service or product offered should resonate with every precious customer contact opportunity. Increase ROI by maximizing these opportunities with better service, better sales, more referrals and stronger customer retention. Entrepreneur Magazine published this fantastic article that overviews some of the innovative means by which companies are being served by outsourced organizations. This type of ingenuity makes it an excellent time to tailor a more productive call center for your business – and not to think of cost center ROI as something separate from any element of successful sales.

Call centers can and should be designed to generate more ROI than web leads alone, by way of bridging the needs and desires of customers with the niche of the business. Whether you name it a call center or a cost center becomes less interesting when realistic objectives are met within your corporate ecosystem – “productivity” and “customer satisfaction” become the metrics of call center success.

Source: http://callsocketusa.com/2015/12/cost-center-roi-believe-it/

Publish Date: December 21, 2015 5:00 AM


2020 Buyers Guide Customer Experience (CX)

Page: 12
1.) 
3Fiftynine

Branches
Improves customer experience by helping find the agent the right information within a click.

2.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)
PH: +44 (0) 207 397 8725

3.) 
AmplifAI

AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
PH: 3363030506

4.) 
At Random Communications

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)
PH: 8605673733

5.) 
BravaTrak

BravaTrak
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
PH: +64 9 623 3662

6.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
PH: US: +1 (855) 784-2807 | EMEA: +44 0203 367 2122

7.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)
PH: +302109241486

8.) 
Conectys

Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
PH: 646-381-1599

9.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)
PH: +44 (0)20 7719 8332

10.) 
CUSTOMER SQUARE

CROSSCRM.CX
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

11.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

12.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.
PH: 01442 458300

13.) 
eGain Corporation

eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.

A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
(read more)

14.) 
iContactBPO

When it comes to inbound and outbound customer service at iContact, our approach is a uniquely strategized, tailor-made, bespoke solution to meet individual business needs.

Our personalized approach to quick-solving customer problems and helping them achieve success and obtain value using your product or service goes hand-in-hand with forward-thinking, tech-savvy turn-around times and consistent feedback methods.
PH: +27110190290

15.) 
MFE International

Oracle Digital Assistant, Oracle Intelligent Advisor, Oracle Service Cloud
Oracle Digital Assistant is the next generation, No code Chatbot. The NLP engines that power today’s traditional messaging-based channels lack the ability to handle highly expressive sentences Vastly different from traditional Chatbots, NLP engines that require more sophistication than the simple intent classification and slot-filling engines available today. together with Oracle Intelligent Advisor and Oracle Service Cloud, it empowers tomorrow's customer experience today.

16.) 
MindTouch

MindTouch Knowledge Management
MindTouch offers mid-size to large organizations an enterprise-grade, AI-powered knowledge management platform built for customer self-service, agent assistance and departmental knowledge. The MindTouch platform intelligently captures, manages, extends, integrates and optimizes content across all channels, systems and devices resulting in an improved customer experience, increased agent productivity, enhanced operational efficiencies, and reduced costs.
PH: 6197958459

17.) 
NovelVox

NovelVox Agent Desktop
Finesse Agent Desktop : Do More with Cisco Finesse Agent & Supervisor Desktops.
Unified Agent Desktop with Drag & Drop Gadget Designer and Ready Integrations
Integrate & Unify Cisco Finesse with CRM & other 3rd Party Applications.
Reduce AHT & Increase FCR with Unified Agent Desktops for Cisco Finesse.
PH: (+1) 301 202 3672

18.) 
Ocular Technologies

Customer Contact and conversational Self-Service Bot Solutions
Ocular Technologies is a specialist customer engagement and digital experience solutions provider based in South Africa. We employ a unique set of individuals who are experts in understanding, managing, and ultimately ensuring, an optimal customer experience. With a vision of being regarded as an internationally respected leader in the customer engagement market, Ocular Technologies strives to have our customers appear as heroes in the eyes of their clients.
We hold more than 17 years’ experience in the customer contact life-cycle space, and create a quantifiable business impact through intelligent interaction management, robotic process automation, ambient computing, natural language proce...
(read more)

19.) 
Premier Business Audio

Premier CX
Premier CX enables clients to optimise the way they interact with customers. We create great customer experiences over the phone, online, via email, video, text or live-chat. Our award-winning, strategic approach streamlines communication, creating a seamless and positive experience that is creative, clear and on-brand. Our work has a direct, tangible impact on contact centre activity: driving sales and reducing overheads.

From IVR design to In-Queue & On-Hold audio, Premier CX helps to maximise the opportunity for upsell and cross sell via targeted messaging. Contact centre agent training ensures consistency for a great experience with every call.

Our in-house video production experti...
(read more)
PH: +44 (0) 345 0711 359

20.) 
QPC Ltd.

QPC Experience Platform
CLOUD FRIENDLY | ADVANCED ANALYTICS| WORKFORCE ENABLEMENT | CUSTOMER EXPERIENCE MANAGEMENT PLATFORM |

Collate all data sources in real-time into one place to create a single source of truth

Flexible integration with on premise, hybrid and/or cloud architecture

Harness cutting edge technology to find new patterns and trends

Omnichannel Secure recording and analytics for all contact interactions

Optimised Workforce Management with real time scheduling enterprise wide

Unified Communication Management Reporting enterprise wide

Modular Based Offering also available
PH: 00441352705810
 
Page: 12



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