It is, however, well worth the price when you consider the alternative of a nonoperational call center. A large call center needs effective software support to manage its plentiful resources effectively. A small call center also needs effective software - not because its resources are plentiful, but because its resources are so limited that efficient management has a significant impact on overall productivity. Critical software ingredients include scripting, workforce management and database management software. Software integration with the rest of the company may be desirable as well.
Used equipment keeps costs down without sacrificing quality.
The cost of recruiting, hiring and training agents is high. To reduce employee turnover, it is best to give agents some time off the phone. Have agents respond to e-mail or perform other administrative tasks. Another necessity is ongoing training or seminars. It is important to remember to develop agents' product knowledge and their expertise in dealing with customers through the development of skills and techniques.