Increasing Profitability
Transform your operation from cost centre to profit centre
The primary goal for most UK businesses during a time of recession is to cut costs - particularly when it comes to areas of the business that don't appear to be contributing directly to revenue and profits.
Unfortunately for contact centre professionals, the contact centre normally falls within this bracket.
By focusing on minimising the cost of each customer transaction and increasing revenue that can be attributed to the contact centre, business leaders can reposition the companies' thinking towards their operations.
But there are ways in which contact centre leaders can reposition their operation, through investment in effectiveness and better servicing their customers.
Enabling cross sell and upsell
Train your contact centre agents to identify and convert cross sell and upsell opportunities. Use quality monitoring tools to help you understand how these opportunities are currently being dealt with and how you can maximise conversion.
Blending inbound/outbound
Maximise the efficiency of your existing contact centre teams by introducing a blended queue. When you have a drop in inbound calls, proactively use those agents to chase payments, confirm deliveries or create upsell opportunities - increasing the impact they have on the bottom line.
Utilising Self Service
Contact centre agents are an expensive resource. Free up their time by using a Speech Enabled Self Service solution to handle the high volume, low value calls such as change of address, brochure requests and password resets. Your teams are then able to focus more on converting opportunities, handling complex complaints and selling your services.
Proactive outbound contact
Customer service is now a big differentiator for competing businesses. Introducing new ways of communicating with your customers, such as proactive outbound contact, will position your business as a forward thinking customer-focused company.
Manage seperate contact centres as one
By centralising costs, rather than cutting them, businesses can improve efficiency without the need for drastic changes in workforce numbers. Consolidating your operation into one single virtual contact centre has proven to be an efficient way to reduce expenditure.
If you are interested in other ways that you can increase the profitability of your operation, without impacting on the level of service you deliver to your customers, then feel free to contact a member of the CCT team on 0117 3115969 or email us.
In the meantime, please feel free to download Avaya's best practice guide "How to Turn Your Contact Centre into a Profit Centre"