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Executive Interview : 8 Tips on Cutting Costs Vs. Customer Service
When pressure is mounting on a contact center leader to cut costs which could adversely affect customer service, how do you deal with this? ContactCenterWorld.com posed this question to some of our global members and asked them to come up with some possible solutions to help deal with this scenario.
"The leader has to work towards SLA's and educating their team to meet SLA's from time to time reduces overheads. As most of the managers don't do this."
|- Sudheer B N, Chief Executive, WayBridge Outsourcing Services, India|
"Develop a plan that addresses the cost cutting without impacting morale of the employee. Perhaps develop a cost/benefit analysis report to present to the board that reflects the long term negative impact of proposed changes."
|- Juan Trevino, Sr. Project Manager, Sitel US, United States|
"Present at least 3 whistle-blower scenarios."
|- Juhani Kaariainen, sp, sc, Sweden|
"[This is my week this week, exactly this!]
|- George Cisler, President, Cyber Control LLC, United States|
"They should bring solutions using diversity and show them profits from other angles."
|- Sunil Kankal, Consultant, Global, India|
"My piece of advice would be to fight as hard as you can to keep your budget. It's fuel that keeps employee drive intact."
|- Vera Austin, Director, Mass Mutual, United States|
"The leader should be advised to keep cool and calm, be open minded and accept suggestions and recommendations."
|- Doreen Facunla, Survey Contact Center, Philippines|
"There is value in maintaining a strong network of professionals you can call upon when faced with such tasks. The ability to reach out to a mentor, or a peer who has been faced with a similar challenge and delivered the right result can provide valuable guidance and remove some of the guess work. During any cost cutting - lean initiatives - increase the level of face to face, belly to belly contact with your front line team by all senior leaders and managers. Stay close to the floor and where possible encourage 'natural born influencers' in those front facing teams to spread positive news about the outcomes of changes at the ground floor level."
|- Anthea Noonan, President, CEAD FM, Canada|
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
Today's Tip of the Day - IVR Messages
Published: Wednesday, August 19, 2015