1. Better Business with Every Call
Call Center on a Budget
Daniel Victor
March, 2013
www.Ringio.com

2. Agenda • Cost center or Profit center?
• The Human cost
• The Hidden costs
• Top Ten Recommendations
• Ringio Virtual Call Center
Sam Daniel Ashish
CEO Sales CTO
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3. Cost center or Profit center?
• Many companies classify call centers as cost centers.
• Is this shortsighted?
– Opportunities to increase branding exposure
– Opportunities to increase intimacy with the customer
– Opportunities to upsell and cross-sell
– Opportunities to retain and to augment customer happiness
• Recommendation #1: Frame your activities in the organization
as a profit center, and you will unlock much bigger budgets.
• Recommendation #2: Measure impact of activities above and
socialize within the management team of your organization to
get buy in to your strategy.
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4. The Human Cost
Cost
• The largest call center
cost is agents
• Staff turnover just
makes things worse
• Recommendation #3:
Hire in lower cost areas
of the country
• Recommendation #4:
Keep agents happy and
encourage long tenure Labor Technology Other
http://strategiccontact.com/blog/2011/01/contact-
center-cost-structure/
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5. The Hidden Costs
• Abandoned calls (10% industry benchmark)
• Low satisfaction calls (10 – 20%)
• Calls that require multiple follow ups (10-20%)
• Poorly executed calls with void transactions (15%)
• These can quickly add up 50-100% to the basal cost of
operating a call center!
• Recommendation #5: Have a good tracking system in place
and follow up on metric deviations
• Recommendation #6: Spot check your agents conversations to
raise their game
• Recommendaton #7: Build a positive culture of performance
and accountability
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6. Technology and Cost
• Most organizations spend too much on infrastructure and too little
on applications – the cloud has changed all that.
• Long term cost of technology is in malfunctions – not in licensing or
telecom
• Technology that doesn’t enable your workflow is more costly than
‘costlier’ technology that does
• Hard to use or impossible to use technology is costlier than higher
cost easy to use technology
• Recommendation #8 – look at cloud center providers
• Recommendation #9 – focus on tool simplicity & workflow support
• Recommendation #10 – it’s not how many features but how well
they work for you.
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7. Ten Recommendations
• #1) Frame activities as Profit center
• #2) Measure impact and socially embed in Management
• #3) Hire in lower cost geographic areas of the Country
• #4) Keep agents happy; encourage long tenure
• #5) Have tracking system; follow up on Deviations
• #6) Spot check Agent conversations for training Opportunities
• #7) Build positive culture of Performance and Accountability
• #8) Utilize Cloud Center providers
• #9) Focus on Tool simplicity and Workflow support
• #10) Focus on Feature Quality, not Quantity
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8. Our vision
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10. Q&A and Wrap-up
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Free
Consultation
Ringio Call Center edition.
Would love to hear your feedback!
daniel@ringio.com | 703-879-7950
www.Ringio.com
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