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Article : Right Decision at the Right Time

What is the one decision you have made as a leader that has had the most dramatic reductions in cost? We asked that questions to industry professionals from around the world, and their answers might provide you with the right solution for your center.

Stephen Dawson
Vice President of Communication & Strategic Planning
The Heritage Company
United States

"Moving from a traditional outbound carrier to a VoIP carrier has had handsome benefits to us in terms of cost."

About The Heritage Company

Heritage has decades of experience serving America’s nonprofits. We are honored that these charity organizations have entrusted us with their fundraising and public awareness campaigns. Heritage offer... (read more)
 


"Epicor is a global company assisting customers worldwide. To help reduce customer service costs, we built upon existing Epicor operations and resources across geographic regions and moved some of our support abroad to lower-cost offices. This was a huge benefit to our company and customers alike because we now have much more bandwidth for worldwide customer support at a much lower cost. Today, Epicor’s global customer service infrastructure incorporates support centers located at every major operating region – The Americas, EMEA (Europe, Middle East and Africa) and Asia Pacific. Through these regional support centers, Epicor is able to provide support in more than twenty languages including English, German, Russian, Spanish, Chinese and more.

In addition, Epicor is broadening self-service platforms for customer service on our EPICWEB Customer Portal. From EPICWEB, customers are able to check the status of their open issues, add new issues, access online educational content, download software updates and user guides, participate in user discussion forums, and search the Epicor knowledgebase of indexed content, plus documentation and forum posts. EPICWEB also features web chat and other community forums for online customer support."

 
Karen Schweitzer
VP Sales Operations
United States

"Contact Centers of America's value proposition is based on cost-effective delivery of contact center solutions. This is supported by our on-demand technology, Staffing model utilizing mature working students, and the extensive experience of our management team in inbound contact center operations, along with integrated contact management, including IVR, voice, chat, email."

 
Yolanda Perez
Director of Operations
Associa
United States

"Unfortunately, I had to cut recognition and travel budgets; however, this allowed me to keep all staff members with a reduction in force. As a management team we had to get creative; such as reach out to local vendors and merchants asking for donations in an effort to motivate staff. Further, I met with each staff member individually to explain the budget cuts and how monthly luncheons and other events would have to be canceled. To a person - they were all appreciative of the one on one contact; as well as the fact that we did not have to have a reduction in force."

 
Phil Taylor
Chief Member Experience Officer
DUCA Financial Services Credit Union Ltd.
Canada

"We made a decision to focus on driving down our AHT (average handle time) in 2009. The goal was to reduce call times but not to impact the client experience or our sales results. Not an easy task.

The goal was to reduce unnecessary AHT or non value added talk time. We had a team work diligently on this and came forth with training recommendations that were implemented in summer of 2009. We have seen a 40 second reduction in our AHT which translates to head count cost savings."

 
Armstrong Nsien
Project Supervisor
CONSOL SOLUTIONS LIMITED
Nigeria

"Implementation of an Inverter back-up power systems, which has reduced cost of fueling power generating sets. In Nigeria, power supply is a challenge due to the unreliable public power supply. This impacts hugely on operational costs, especially running on a 24/7 basis for the past four (4) years."

About CONSOL SOLUTIONS LIMITED

ConSol bridges the gap between governments, corporations institutions and their stakeholders using technology, facility provides efficient services in exchange of valuable information solutions that i... (read more)
 
Lori Greiving
Director of Business Development
Xerox
United States

"As a provider of outsourced customer care services, we are often tasked with continuing to reduce overall program cost for our clients. We believe one of our most successful methods of reducing cost it implementing our activity based compensation (ABC) plan. We have developed the right combination of quality + volume that creates a win-win-win for the client, the agent and our company. In every contact center that where we have implemented this plan, we have seen individual compensation increase, overall costs decrease, and quality improved. In short, we retain the best agents who are well compensated and higher performers, and weak agents are naturally weeded out."

About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
 
Richard Blank
CEO
Costa Rica's Call Center
Costa Rica

"Teaching my own classes. I trust my own judgement, experience and passion to create the most fulfilling learning experience. That is what seperates my call center from the rest."

About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
 
Gordon Pullan
Assistant Vice President
MassMutual
United States

"Hiring more bilingual staff has significantly cut our interpreter expenses. We do pay a premium for bilingual staff but the payback in savings more than offsets that added expense."

About MassMutual

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and stro... (read more)
 
Ann Mayer
Ceo
Mayer Consultants Ltd
New Zealand

"We are a virtual contact centre and employ contractors, so only overheads are technology and the management"

About Mayer Consultants Ltd

We produce on-line training in all areas of communication skills in the following Debt Collection Sales Customer Service Service Desk
 
John Cockerill
President
The Taylor Reach Group
Canada

"Building and maintaining detailed call flow diagrams. This aid communications with all levels in and beyond the center. It enables clear discussion of ways to reduce initial demand or reduce the length or complexity for the callers."

About The Taylor Reach Group

The Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, sit... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, February 11, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Training

 
1.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

2.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
 

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