The question to be answered is: what can you really do with $1 a day.
A dollar can get you farther than you think even in today’s economy. Some will use it to quench their thirst or get that fresh slice of pizza they have been craving all day. Others will go to the nearest gas station and pray that today is the day they finally scratch off the winning numbers on their lottery ticket.
In the grand scheme of things, you may think that $1 a day doesn’t get you much, but a call center or an operations manager can beg to differ. $1 a day can be seen as nothing but a small Mcdonalds coffee or it can be used to transform your team’s productivity into a finely tuned machine.
So let’s break down some costs to help us understand the value here…
Cost vs. reward is something everyone thinks about because everyone wants to get their money’s worth. Call centers in Eastern Europe and Latin America normally pay $9-$14/hour, compared to companies in Western countries such as the US, UK, Germany & Canada where a call center can be expected to pay around $22-$32 for basic tasks such as customer service and lead qualification. Very specialized high-level tasks like those found in finance, sales, and advanced technical support can occasionally float around $35-$50 per hour. With this being said the $1 a day you spend per agent to get great customer care, faster service and an overall happier agent, is worth every cent.
Productivity issues that waste time
In call centers, agents dial numbers all day waiting impatiently for a dial tone to determine whether the call going through is busy or unavailable. A ring tone usually takes nearly 2-4 seconds (PDD) from the time the call is made. 2-4 seconds may not seem like a long time but then 24 seconds have passed before an agent can tell if the lead is going to answer. Agents go through thousands of calls a day, and what may only be 24 seconds – adds up. Agents develop a tolerance for how long they wait before they give up and try another number. Let’s say the agent’s tolerance for ringing is 10 seconds before they give up and try another number. It has now been 34 seconds before the agent can finally attempt the next lead. The agent advances their CRM screen to the next lead and repeats the process over and over again wasting valuable time.
Efficiency and excellence
Efficiency and excellence are services that go hand and hand. Both of these services are necessary to make a call center run smoothly. People want a service that leaves them feeling “completely satisfied,” and to be “completely satisfied” efficiency is important because people expect a certain speed of delivery. Without this speed, customers will not consider the product as efficient as it should be. Customers are one of the few predictors of long-term profitability (Jones & Sasser, 1995). What customers consider to be profitable, is when the service they are paying for provides a certain speed of delivery and operates at a low unit cost to remain competitive. In a call center, the tension between efficiency and service is more salient than in most service organizations because if the reward does not outweigh the cost, the customer will look elsewhere for their services.
Now, if we use our Predictive dialer system, it discards all tones and only transfers “Hellos” from the lead to the agent. The time it takes for the system to discard tones and transfer you to the next call can be as short as 3 seconds between calls, as opposed to nearly a minute if the agent dialed by hand. This 57-second difference is an extraordinary amount of time for a call center to consider. What may only be a minute per call can add up to hours a day of shuffling through calls. Now you can see that $1 can get you way more than you ever imagined with our predictive dialer system. Call center agents waste their time day in and day out determining whether or not a human will answer their call.
Spending only $1 can save hours of time, raw fingernails, and energy to help a company run smoother and more efficient.