{"id":17802,"date":"2021-04-20T08:30:23","date_gmt":"2021-04-20T07:30:23","guid":{"rendered":"\/gb\/en\/blog\/?p=17802"},"modified":"2021-04-16T09:53:24","modified_gmt":"2021-04-16T08:53:24","slug":"traps-avoid-manage-call-centre-costs","status":"publish","type":"post","link":"\/gb\/en\/blog\/traps-avoid-manage-call-centre-costs\/","title":{"rendered":"Traps to Avoid To Manage Your Call Centre Costs"},"content":{"rendered":"

I remember a conversation I had with one of my business mentors when I was starting out on my own with my first business. \u201cRevenue is great, but the thing that you always need to be aware of are your costs,\u201d he told me. \u201cAnd keep in mind it’s not the big-ticket items that will sink you as those will be few; it’s the small expenses that can do you in. Don’t fall into that trap.\u201d<\/span><\/p>\n

It was great advice and something I’ve tried to keep in mind over the last 15 years of owning my own business. He was correct. What are seemingly small costs can add up quickly, erode profitability, and put a strain on the business.<\/span><\/p>\n

The same principle applies to the contact centre<\/a>. There are certain traps that many have fallen into and before they know it, they are over budget and eating into the corporate margin. Here are a few of the most common traps that call centre managers can plummet into and how they can avoid them to ensure they are properly managing costs.<\/span><\/p>\n

Chasing the shiny object<\/b><\/h2>\n

I’ve spent the majority of my career in the B2B marketing space and have worked with companies of all sizes. One of the things I have seen over the last decade is many marketers making a mad dash to technology. I understand that it’s hard to resist. For years, marketers had no true technological foundation but the reality is that technology with no strategy isn’t a solution; it’s simply technology.<\/span><\/p>\n

Before you make investments in AI, unified communications and moving your contact centre to the cloud, be sure you have a defined strategy. Then determine the technology you’ll need to enable that strategy.<\/span><\/p>\n

As part of this process,\u00a0 you should define your technology roadmap that aligns to an innovative and always optimised strategy. Managing this will ensure you get the most from your technology investments (<\/span>which only 15% of executives say they have<\/span><\/a>) and allow you to better manage your costs.<\/span><\/p>\n\t\t