Abbott, J: Executive Guide to Low Cost Call Centers

James C Abbott

ISBN 13: 9798301760464

Published by Amazon Digital Services LLC - Kdp, 2025

About this Item

Neuware - Cost is a major issue for all organizations. Since labor is a major organizational component in a call center, many executives spend all their energy trying to find the lowest per minute labor cost. Corporate conventional wisdom is to chase the cheapest labor pool. Companies move from one cheap labor pool to another, never stopping to analyze the total cost. Each time not stopping to realize that per minute cost is only a portion of the total call center cost. This failure to understand where and how their costs were created causes a complete mistaken focus.

Seller Inventory # 9798301760464

Bibliographic Details

• Title: Abbott, J: Executive Guide to Low Cost Call Centers
• Publisher: Amazon Digital Services LLC - Kdp
• Publication Date: 2025
• Language: English
• ISBN 13: 9798301760464
• Binding: Taschenbuch
• Condition: Neu
• Dimensions: 229W x 152H x 11D millimeters 229 millimeters width by 152 millimeters height by 11 millimeters depth
• Weight: 281 grams

About this title

Synopsis

Cost is a major issue for all organizations. Since labor is a major organizational component in a call center, many executives spend all their energy trying to find the lowest per minute labor cost. Corporate conventional wisdom is to chase the cheapest labor pool. Companies move from one cheap labor pool to another, never stopping to analyze the total cost. Each time not stopping to realize that per minute cost is only a portion of the total call center cost. This failure to understand where and how their costs were created causes a complete mistaken focus.

Contact centers, call centers, and help desks all have a huge labor presence and the per hour cost is important, but it is not the only issue. The total cost of a call center operation is the main issue. We must change our focus to managing total cost. To start you can’t have the lowest cost without simultaneously having fantastic customer service.

The total cost must incorporate labor cost plus a multitude of cost issues. A sample of the issues include managing variability, making sure the agent is driving the call, well trained agents, being able to rapidly train agents, having low cost organizational structure, clearly defined processes, a dialogue that the customer can understand, and the list goes on and on and on.

This book will explain how to keep cost at an absolute minimum, while also providng fantastic customer service.