First, labor cost control
In the call center, about 75% of operating costs are related to human resource costs. Therefore, cost control should start with "people", mainly including talent recruitment and training, reducing the turnover rate and improving the utilization rate of personnel.
(A) talent recruitment
For the selection of call center personnel, we should not only pay attention to the comprehensive quality of candidates, but also pay attention to the competence of personnel, combined with the actual situation of the center. "What qualities do we need?" Therefore, it is necessary to formulate reasonable recruitment standards and recruit the most suitable talents for this position, because only in this way can the brain drain rate in the later period be effectively reduced.
It's best for the employees recruited by the call center to be mainly fresh graduates, so as to reduce the pressure of social talent recruitment. For the recruitment of managers, it is necessary to select from the original personnel and cultivate them themselves, which greatly reduces the turnover rate of managers. If you recruit managers in the same industry or with work experience, the cost of human resources is relatively high, and such managers are also unstable. In addition, the annual recruitment can be carried out by centralized recruitment and training, which can greatly reduce the cost of each recruitment and training.
(2) Improve the salary and welfare system.
Provide a competitive new salary level in the same industry and adopt a salary and welfare system with low salary and high bonus. Employees with outstanding performance have higher corresponding income standards, which can fully improve the enthusiasm of employees.
(3) Reduce the turnover rate and improve the utilization rate of employees.
1, reducing the turnover rate of seat staff.
At present, the turnover rate of call center agents is high, which is a very common phenomenon in the call center industry, and once employees are lost, the company will have to replace them. As a new employee, it takes at least a few months from recruitment, pre-job training and online guidance to being able to go online independently. If the turnover rate is high, it will greatly increase the cost of personnel recruitment and training, and the service quality and customer satisfaction will be greatly reduced when there are many newcomers.
The main methods to reduce the turnover rate of call centers are:
First, establish an effective incentive system. The main incentive measures are performance bonus, honorary title, training bonus and post promotion. For example, employees can be rated as "star employees" according to objective indicators such as the number of calls answered each month, call time and quality monitoring results, and the employees with the highest scores can be selected as star employees. In addition, you can also set up evaluation activities such as "excellent record", "excellent employee" and "excellent team", and record these evaluation results in employees' personal files, giving priority to employees' promotion, training, salary increase and bonus distribution.
Secondly, the promotion mechanism. Those who pass various examinations can be trained as reserve managers for a period of time, and after the training, different positions can be arranged according to their abilities. Take this opportunity to motivate employees to study hard and consciously improve. 2. Improve the utilization rate of existing personnel.
Effectively improving the utilization rate of employees can save labor costs. At present, by cultivating employees' comprehensive quality and skills, employees can learn more job skills necessary for different positions in the call center through job rotation, so that everyone can be competent for different positions as much as possible, and make job deployment at any time when necessary.
Secondly, effective scheduling. According to the change of telephone traffic, the shift schedule is adjusted irregularly to maximize the role of everyone and fully improve the utilization rate of call center personnel. Call center managers don't have to worry about the serious shortage of manpower during busy hours and the large surplus of manpower during idle hours.
Finally, the job responsibilities are clear. Clear job responsibilities can make employees know their work clearly, which can also improve work efficiency.
(D) a sound training system
A perfect training system has played a great role in reducing the cost of human resources. For some call centers, employees are recruited and trained by themselves, so a perfect training system is essential. For example, the company has rich training materials, a perfect question bank and a capable team of lecturers, so the corresponding training system is perfect. The time required for training new people will also be greatly reduced.
Second, communication cost control.
(A) improve the one-time solution rate
First of all, the solution rate plays an extremely important role in saving operating costs and improving customer satisfaction. It is estimated that about 25%-30% of the operating cost of call centers in the industry is spent on similar repeated calls and escalation complaints.
There are several ways to improve the primary dissolution rate:
1, improve the ability of staff seats to deal with problems.
As a way to improve employees' ability to deal with problems. It requires that in the training process, we should pay attention to the training of employees' listening skills and the ability to accurately grasp customer needs, as well as the training of helping customers solve corresponding consulting problems in time according to customer needs. 2. Rational design of knowledge base
Knowledge base is a tool for agent's survival. Whether the knowledge base design is reasonable and the query is convenient directly affects the efficiency of agent. It is also very important to improve and maintain the knowledge base and ensure that new information is conveyed to front-line staff in time. Call center can develop an independent internal web page, which can hang a lot of business knowledge, so that agents can find relevant accurate information in the first time and provide answers to customers. The agent's time to solve the problem is shortened, the number of calls answered is increased, and the cost is reduced accordingly.
3. Optimize routing options
By continuously optimizing the voice menu and routing options, customers' misunderstandings and choices can be reduced, and customers can access the corresponding queues or skill groups.
Establish a simple IVR process
Designing a simple and clear IVR process can avoid customer complaints and improve customer satisfaction. Managers should always pay attention to the use of IVR and constantly optimize the IVR process.
(3) Self-service
Advocate customers to solve their own problems through online, BBS online communication and email. Reducing the amount of manual consultation can also effectively reduce costs.
(d) Improve the use of short messages.
Because of the low cost of SMS, we provide standardized services to customers through SMS, reducing the amount of manual consultation. Not only improved customer satisfaction, but also effectively reduced costs.