Cost Cut Challenge for Call Center

Call centers are facing a strange challenge these days. The call center planners know that they need to cut down on costs. But they can’t decide which department will bear the brunt of the cost cuts. It cannot be the answering service team. You take one inbound call center agent out and you find the entire team working under pressure.

The call volume is unevenly distributed, putting the phone answering agents in a spot of bother. They were coping hard with the work pressure as it is. With downsizing, the agents have to address the issues faster than they would have liked to. This reflects badly on the customer care service that they have on offer.

It cannot be the lead generation team. That’s because the outbound call center agents do the main bulk of the telemarketing job. Shedding weight here would mean lesser revenue earners. You can talk about optimizing the BPO unit but you can do just that and nothing more.

Your primary aim would be to make sure that the call center agents are not overworked because of the cost cutting measures. Employee attrition is a rising problem and if you burnt out employees think of quitting, it won’t be long before you will be spending more than you intended to save!