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Reducing Call Centre Operating Costs

People costs contribute around 75% of the running cost of a call centre.  Therefore anything that reduces call handle times and increases agent productivity will help to reduce costs.  The problem is that most such initiatives usually impact customer service.

By freeing agents from the chore of navigating through complex procedures via multiple applications and screens, Agent Sensei™ can significantly reduce call handle times without affecting customer service.  In fact the opposite is true; with the procedures in the system, customers benefit from the agent’s greater attention to their requirements as a result of having to focus less on driving the system.

There are other ways in which Agent Sensei™ contributes to cost savings.  With much reduced training times and automated procedures, less resource needs to be committed to training, mentoring and quality monitoring, reducing the administrative overhead and increasing team leader productivity.

By empowering people to be brought in to cover peak workloads, abandonment rate reduces, repeat calls reduce and fewer agents are needed to maintain service levels.