The single most important metric for any call centre is profitability.
Customer experience. Agent engagement. Compliance.
These are all crucial elements of your business, they determine the quality of your operations.
That being said, your operation can delight customers all day long, but if it isn’t profitable, then everyone will eventually have to pack up and go home. The lights will go off for the final time and everyone will wonder what went wrong.
The answer? Not enough changed to keep costs down and keep the centre profitable. And with agents’ salaries taking up on average 64% of costs, it’s critical you’re able to reduce operating expenditure elsewhere.
For Dialler Licence Costs, Shift the Blame
But it’s not just your responsibility to make sure costs are lean and campaigns are profitable.
The vendors that provide you with dialling technology and other software need to step up and help you out. Because if your operation makes a loss, they’ll eventually make a loss too.
Remember: Nobody can get rich, long-term, by making their customers poor.
For your part, you need to make sure that your dialler licence costs are representative of the service that your vendor is providing to you. If you’re paying for extra features or extensive support that you aren’t using, it’s your responsibility to find a way to strip those costs out.
Surely Bespoke is the Only Way to Optimise My Productivity?
It’s too easy to convince yourself that you need a dialler solution that’s tailored to the exact needs of your business. Because of that desire to get things just right, you can find yourself paying £60+ per seat for the reassurance. Believe us, we’ve heard it all before:
“I do, though! I’ve got a CRM to integrate with the dialler!”
“We have an email platform that we use for automatic follow-ups, we need the support to make that work”
Connecting existing systems to a dialler can seem like a daunting process. However, if you’re willing to go with a vendor that offers API access or pre-built integrations, you can get that tailored fit without the tailored price.
“Without a high level of support, we’ll spend forever making the dialler work properly.”
Don’t underestimate the desire of any vendor to retain your custom. Look for a provider that offers outstanding support without feeling the need to charge you for it.
Remember: your success is their success.
Don’t Accept the Status Quo – If You’re Paying Too Much, Move on.
You might be reading this and suddenly having doubts about the value you’re getting for your money. If that’s the case, don’t sit around waiting for change.
Yes, it’s scary to switch out a platform that serves your entire operation. But if you go with a cloud-based vendor you can switch in a day, not a week.
On our platform, for example, you pay nothing for the dialler – just the talk time that your agents spend talking to customers. You can also get a free trial to sandbox the idea of moving in safety.
With the right provider, instantly drop anywhere from 20-50% of your monthly charges by eliminating dialler licence costs and keeping the same functionality.
We’ve built a savings calculator so that you can see exactly how much you’ll save on a monthly basis – check it out if you’ve got 2 minutes to spare.
Go forward, be bold, and bolster that profitability!