5 effective ways to reduce costs for call centers

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AMAI
AMAI
3 min readJun 9, 2021

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When it comes to call centers, time is money. You want to maximize your resolutions while reducing costs and saving time effectively. It seems like a lot of variables, and it is, but don’t worry. We’re going to show you 5 effective ways that your call center can reduce costs and perform better.

1. Use a powerful ai robot

This tip is at the top of our list for one sole reason: it works extremely well! AI robots imitate a human voice that is nearly indistinguishable from real humans. They are intelligent enough to solve customer problems and can handle a much greater workload than a human. Using an AI robot in your call centers is the ultimate way to save money, handle more calls, and solve more issues at once. There are many options out there, but we recommend giving the Amai.io AI robot a try for cost-effective and fast results.

2. Focus on first call resolution

If you can solve a customer’s issue right on the first call, why wouldn’t you? The fewer calls between you and the customer mean fewer resources used. There is a considerable cost you can accrue for callers who call back about the same issue. Your cost per call can be significantly reduced when you optimize for first call resolution. This can involve ensuring frontline agents have the knowledge and capabilities for resolving most issues they may encounter. First call resolution will decrease your call volume, operational costs, and other resources.

3. Route calls correctly the first time

Routing calls correctly is extremely important for reducing costs at your call center. The reason being is that incorrectly routed calls can put more work on your agents. This leads to them handling calls they aren’t supposed to which can cost a lot when productivity is slowed down. The best way to route calls correctly is to deploy an effective routing program. An automatic routing program will easily direct calls to agents that are qualified and available to handle an issue.

4. Hire remote agents

Our digital world is more interconnected than ever, which can help you save time and money. Hiring a remote agent can reduce your call center costs by reducing overflow call volume. This can significantly decrease staffing costs and thus decrease cost per call. Hiring remote agents can be done during a peak period or when it’s most cost-effective. You could also do a hybrid model where only a segment of your call center is outsourced and the rest is in-house.

5. Always have customer data on hand

Knowing your customer and the issues they’re facing is crucial for providing excellent service. Keep accurate and up-to-date customer information on hand to shorten phone calls and improve efficiency. This way, you won’t have to search for customer information on the call. You’ll also be knowledgeable on the issues they are facing. In turn, this can decrease the cost per call and make the customer experience much smoother.

Reducing costs for your call center doesn’t have to be difficult. You’re now equipped with 5 effective ways to reduce your costs and improve your call center’s efficiency. For more tips, tricks, and technology to help your call center perform better, head to Amai. io and contact us today.

Photo by Elena Koycheva on Unsplash

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AMAI
AMAI
Editor for

Creating realistic AI voices and tools to edit and adjust the synthesis results