CRM Daily | The Costs Of Understaffing Call Centers
If your call center is being asked to tighten its belt these days, you’re not alone. Many businesses are feeling the effect of a slowed economy and all departments, including the call center, are being asked to make the most of resources. Since about 75 percent of a call center’s operating costs are related to staffing, that is generally the first place the call center manager looks to reduce costs. It is all too common to think of layoffs and reduction in staff as a way to respond to the call from senior management to save money. But before you write up the pink slips, make sure you understand the implications of staff reductions.
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