Whether you’re new to the industry or you’ve been around for a while, you should always be aware of what is and isn’t working for your call center. Efficiency is directly tied to your overhead costs so it’s important to understand what you can be doing to continually improve operations, boosting your call center return on investment, or ROI.
While conceptually, ROI is very heavily measured monetarily, many of the costs that are measured in ROI are less tangible. When it comes to ROI, you can yield some sort of return on any cost that could positively or negatively impact your business. Even though these costs cannot be limited to dollar amounts, they can heavily impact the dollar amount you see on your ROI.
3 Steps to Boosting Call Center ROI
1. Set Goals
Progress is determined by the goals that you set in place for your team. Focusing on the overall picture can help steer your business in the right direction when it comes to choosing when and where to expend your resources, finances, and your team’s energy. If your agents aren’t putting their energy toward achieving set goals, then the money spent on labor costs won’t yield any sort of return. The more concise your goals, the more apt you are to see a strong return on investment.
2. Understand the Metrics
There are many different metrics used in call centers to manage profitability, call quality, and overall productivity. In order to boost your ROI, it’s important to think back to the goals you set, and then match each goal with an available metric. Do your goals align with service quality, operational efficiency, or cost? The more focus you put on one metric, the less return you get out of the others. When narrowing your view, be sure to pick metrics that align with your business model and strategy.
Common call center metrics:
- Service level metrics
- Contact handling metrics
- Quality metrics
- Cost metrics
- Agent metrics
- Productivity Metrics
3. Equip Yourself with the Right Tools
There are hundreds of tools available to those involved in the financial services industry, but equipping your business with the right ones is vital for boosting ROI while maintaining a healthy business and operational dynamic. Adding new technology into your business is exciting, but in order to ensure a smooth transition, it’s important to make sure the technology aligns with your strategy, benefits your consumers, and the enhances the production capacity of your agents.
DirectDrop Voicemail technology is an easy-to-use, consumer-friendly tool that’s helping call centers take their productivity to the next level by putting the ball in the consumer’s court. If you’re interested in seeing how DirectDrop Voicemail can help your business boost ROI, reach out to us here.