“Efficiency is to do what is effective, achieve high customer satisfaction with less operating cost, and improve employee productivity with good teamwork.” This quote by celebrated author Pearl Zhu sums up an organization’s operational efficiency in the most lucid manner.
“Efficiency is doing better than what is already being done.” Legendary management guru Peter F. Drucker’s quote on efficiency underlines the importance of focusing on overall efficiency of your organization.
As a business owner, you cannot afford to overlook the overall efficiency of your organization. If you are struggling with operational efficiency, you must leverage the right tools (such as sophisticated call center software) to enhance the operational efficiency of your business.
Leveraging the right call center software can be magical for an organization’s operational efficiency. Apart from being a panacea for lower operational efficiency, the right call center software also offers a wide range of benefits. This blog post discussed the various ways an advanced and sophisticated call center software solution can work like a charm in enhancing operational efficiency. Want to know more? Read on and thank us later.
1. Providing Self-Service Options
Would you be surprised to know that providing self-service options can enhance your operational efficiency by leaps and bounds? Certainly not! That’s the whole point of providing self-service. Studies have also found that self-service can reduce customer service costs by up to 75 percent.
And you know what the best part is? In the present time, a majority of customers prefer self-service over speaking with agents or customer service representatives. As per recent research, more than two-thirds of customers prefer self-service over interacting with customer service agents.
Sophisticated call center software provides a wide range of self-service options starting from frequently asked questions (FAQs) to knowledge base resources to Interactive Voicew Response (IVR) systems. After customers are greeted by IVR systems, they enter their preferred options and the call is then directed to an agent with the most appropriate skill set.
2. Faster Response Time
“Be a fanatic about response time.” This quote is extremely popular in the present time. For modern businesses, response time matters a lot. It is a hallmark of operational efficiency. When businesses are quick enough to answer a call, resolve an inquiry, or provide follow-up support, they manage to enhance their operations and improve customer satisfaction.
Now, the question may arise “What does a call center software solution have to do with an organization’s response time?” As it turns out a lot! The speed and agility of sophisticated call center software can dramatically enhance an organization’s response time. The automated call distribution (ACD) systems in call center software efficiently route all incoming calls to the right department and agents with relevant skills as fast as possible.
The feature also reduces the time callers spend waiting in queues and ensures their queries are handled promptly. When organizations leverage the right call center software, they not only enhance their response time but also their operational efficiency.
3. Cost Optimization
Would you be surprised to learn that optimizing costs has a huge impact on operational efficiency? Optimizing operational costs enables you to allocate your available resources more efficiently. That’s the secret sauce to enhance operational efficiency. Now, let’s understand how the right call center can help in optimizing an organization’s overall costs.
As advanced call center software runs on Voice over Internet Protocol (VoIP) technology, it can reduce communication costs by 50 to 90 percent. Call center software also eliminates the need to invest in expensive hardware, installation and maintenance fees, as well as the costs to hire and run an IT team. These are the direct costs. The right call center software can reduce a lot of costs indirectly.
When an organization leverages the right call center software, it not only manages to minimize its communication costs but also its entire operational costs. That gives one more compelling reason for business owners and entrepreneurs to select the best call center software for their organization.
4. Enhanced Agent Productivity
Do you know what the best way to enhance operational efficiency is? The answer is quite simple: it’s to increase agents’ productivity. There is a strong correlation between agent productivity and operational efficiency.
Let’s dive deep into how this works. Let’s say, an average agent in your organization takes an hour to complete a task. If every agent manages to increase their productivity and complete the same task in less than an hour, then your business’s operational efficiency will definitely increase.
That is where leveraging the right call center software can be extremely useful. A famous study found that when organizations invest in better communication technology it can result in 20 to 25 percent increase in productivity. That’s why handpicking the right call center software can make all the difference between optimized operational efficiency and poor operational efficiency.
Taking Everything Into Consideration
As noted American author Michael E. Gerber rightly said, “Building a world class company is a commitment to the integration of passion, purpose, and practice.” The third point—practice—plays a vital role in enhancing a company’s organizational efficiency.
Contemporary businesses have many options to enhance their operational efficiency. One of the easiest and most effective ways is to leverage the right call center software. If you are considering enhancing your organization’s operational efficiency, you must make sure that you handpick the right call center software.
