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These setbacks and challenges about costs per call are the reasons why in the past several years, call center companies have been actively putting up operations in emerging economies like India, Sri Lanka and the Philippines. To begin with, labor costs in those countries are significantly lower as compared to those in major countries like the United States and the United Kingdom. The rise of numerous cal centers in those cheap-labor nations are apparently attesting the profitability of putting up businesses in those countries, as quality of services are ensured though costs are dragged down.
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Was the processs standard greeting used?
Was the problem diagnosed ?
Was the customer listened to patiently?
Are questioning skills to resolve the call effective?
Were available resources used effectively to resolve the call
Was the follow-up action to be taken after the call conveyed properly?
Were call closure guidelines adhered to?
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Because of that, cost per call is widely considered as the foundation of all key performance indicators in a call center business. Costs or expenses on labor like wages, employee benefits, and payments to incentives, and costs for contractors should be given much leverage. That is because it has been found that in any call center business; about 67% of overall costs are accounted for labor. Therefore, it is certain that costs on labor are indeed the biggest factor that should be reduced if the company is aiming to lean or trim cost per call. Of course, all call center operations should strive very hard to lower total cost per call so that profits could be maximized and efficiency be made better.
The cradle for the Sultanate and later on the Mughals, Delhi is home to an impressive number of monuments and structures that command awe and amazement from all their beholders. The most formidable of these is the Red Fort, a massive structure by the Mughals. It still stands as the largest monument in the city and the symbol of a free India. It is the site where the Prime Minister of the country unfurls the national flag. Another fort in Delhi that holds much importance is the Old Fort. It is believed to be the fort of the legendary Rajput King, Prithviraj Chauhan. It was later taken up by Sher Shah and Humayun, so the elements of each ruler are present in here. A victory tower by a Sultan here is also another structural gem that adds to the wealth of Delhi. The tallest stone tower in the world; it is an architectural genius from the ancient engineers. A famous iron pillar adorns the courtyard of the tower. The pillar is again a masterpiece of metallurgy. It is known to be there since the fourth century and is still rust free. Another noted monument from the great builders, the Mughals, is the Tomb of Humayun. It is believed to be the predecessor of the world famous Taj Mahal. It was after this that the use of the famous marble, domes and gardens came into practice. Jantar Mantar stands as one of the finest examples of the advancement of Indian Science in the eighteenth century. It is one of the many observatories built by Maharaja Sawai Jai Singh erected for making astronomical observations.
Ensuring labor efficiency is one way on how high costs per call can be offset. By that, agent utilization should be made ideal. If there is a high agent utilization rate, it follows that there would be low cost per call. And that for all call center operations would be optimal. So how would firms ensure there is labor efficiency? By looking at and focusing at the rate of calls each call center agent makes per hour or per day, the productivity could easily be determined. The more calls agents make per hour or per day, the more productive they become. Some call centers even set quotas per day that should be reached by agents. However, one pitfall of this is the possibility that quality of calls can be compromised because agents are on the rush to beat call caps.
Ease of use
Call Recording solution should be easy to administer and easy to use. Users should have the ability to build their own evaluation forms around embedded templates when they think it is advisable. Recordings should be as easy to select from the workstation views. You should be able to forward compressed voice files easily.
