Summary of Benefits

Productivity

• Managers can do more things, i.e., be more productive.
• Agents can be self-managed, utilizing all available resources more completely.
• Information can be distributed without disrupting the workflow.
• Increasing productivity means that agents get more work done.
• Managers can spend more time training Agents.
• Managers can spend more time on the floor with Agents.
• Resources can be shifted between tasks as call volumes change.
• All Supervisors can post messages.

Impact on Revenue

• Reducing abandoned calls potentially means increased sales revenues.
• Better customer service often leads to more business in the future.
• Costs drop when agents handle more calls.
• Recognition of employees reduces turnover and subsequent hiring costs.
• Problems with staffing and system design can be corrected.
• Staffing can be managed better to reduce payroll costs.
• Having knowledge of on hold activity allows agents to adjust their time and to spend more time selling the customer when call volumes permit.
• The cost per position often drops.

Other Benefits

• Management can identify and control the operation better.
• As Call Centers become increasingly larger, small savings today generate big savings tomorrow.
• The Call Center can become a profit center.

Criteria for Evaluation

• Call Centers are an important way that businesses stay competitive.
• Quality customer service builds customer loyalty and sales -- today and in the future.
• The linking of telephones, computers, and the Internet will enhance the importance of the Call Center.
• Increasing use of the telephone will generate more responsibility for the Call Center.

Communication

• Keeps staff informed about meetings.
• Motivates them with recognition.
• Provides educational direction.

Productivity

• Agents become self-managed.
• Agents can respond quickly to fluctuating call volumes.
• Resources can be shifted quickly.

Center Management

• Managers can optimize staffing levels.
• Hiring and retaining qualified personnel is a key business problem.
• Improved productivity eliminates hiring unnecessary or excess staff.
• Overall cost of operations drops.
• Better management generates more income and recognition for Call Center management.
• Minor problems multiplied by high volume equals chaos.

Customer Service

• Creates a positive feeling with customer.
• Enhances the business relationship.
• Better customer service can generate more business.