Since labor costs are a major part of call center costs, it is important to consider ways to reduce them. The following three are typical ways to reduce labor costs:
Utilizing IVR
CPC! can be reduced by using an IVR (Interactive Voice Response System) to allow customers to resolve their! own issues without the assistance of an operator. IVR is a system that plays an automated voice guidance when a call! comes in and encourages customers to press a number. It is possible to connect to an operator in charge depending on the purpose, or to complete reservations, applications! etc. by simply pressing the button.
Even if the problem is not resolved by the customer! the call can be directly transferred to a highly specialized operator, reducing the time it takes to transfer the call. The introduction of an IVR is an effective measure because it not only reduces the number of calls that need to be handled by an operator, but also increases CPH.
Introducing tools to reduce incoming calls and post-processing
Reducing the number of incoming calls and post-processing time will reduce CPC. Placing frequently asked questions and overseas data chatbots on your website will allow customers to solve their problems themselves, reducing the number of incoming calls. Introducing an AI chatbot based on FAQs will enable you to provide a service with high customer satisfaction.
If you set up a system where people can search for information on the website, you can receive inquiries when they are unable to resolve their issues themselves. This will increase efficiency compared to dealing with customers who have no knowledge at all over the phone, as it will be dealing with customers who have a certain level of understanding.
In addition, shortening post-processing time is a measure to increase the number of cases that an operator can process. This is an important measure because if post-processing piles up and overtime increases, it will cause labor costs to rise.
Operator training
The time it takes to complete the what are different types of email marketing same inquiry varies depending on the operator’s skill. It is possible to lower CPC by providing training to increase the operator’s CPH or shorten the AHT.
If the skills of operators phone database improve, inquiries can be handled by fewer people. Even if you pay them more for their improved skills, you can reduce labor costs overall by reducing the number of staff. Other effective measures include instructing operators how to use tools to reduce post-proc