When the numbers are actually crunched, the majority of call centres spend very little time actually talking to the people they need to talk to. There are many reasons for this and not only will individuals not picking up or individuals cutting your workers short and hanging up take away a great deal of genuine talk time, but the constant act of finding genuine leads, calling, hanging up and moving on to the next is likely to reduce productive work time even more.
As such, there are many ways to improve a simple call centre service and in turn be a great deal more productive. By using a hosted call centre, you can save a great deal of money from the off and by adding to this software such as predictive diallers, any call centre can increase the amount of time they spend talking to the people they need to talk to by as much as four times. This may not sound like a huge amount, but if you consider that some call centre staff spend just ten minutes out of every hour talking to the people they need to talk to and that this could be boosted to forty minutes out of every hour with the simple addition of the right software, it suddenly becomes very obvious as to just how much benefit a business can get from such simple software.
By utilising a hosted contact centre, business can also reduce many of their overheads and find that they can expand their workforce greatly without having to invest in new items of equipment. This approach works twofold and not only will businesses be able to achieve more by having more personnel without the associated space and hardware costs, but as time goes by, they will always have access to the best technology without having to spend a great deal of money on upgrades.
