UK and IrelandCosts
Welcome to the Costs subject, the available knowlege bank articles are displayed below.
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Build, Operate & Transfer (BOT)
Build, Operate and Transfer (BOT) relates to outsourcing. Under this model, a company helps set up the operations that the Joint Venture partne… View
Call Centre Outsourcing - Financial Implications
Call center outsourcing is proving to be one of the most successful ways to increase cost effectiveness. Companies like GE, American Express, Sprin… View
Call Control
Call control is about controlling the conversation with a customer. There is a cost to the lack of call control and this is observed in longer … View
Call-Out Avoidance (COA)
Call-out avoidance refers to the ability of the agent to correctly diagnose a fault and facilitate a user repair, without the need for an engineer … View
Cost Benefit Analysis (CBA)
A cost benefit analysis is made to appraise or assess a proposal to make a decision. Benefits are expressed in monetary terms and compared with… View
Cost of Delay
The cost of delayed or queuing calls is paid by either the caller or the company, where there is toll-free or free-phone numbers in place. Thes… View
Cost Per Call
Cost per call is a useful measure to keep on your radar. If costs are relatively fixed, cost per call will increase with a reduction in call vo… View
Diallers
Outbound dialling systems are typically used where high volumes of quick turnover outbound calls are required, such as when running outbound telema… View
First Contact Resolution (FCR) Levels and Skills Based Routing (SBR)
Whilst there is always a clear desire to match the call subject matter with the appropriately skilled agent, this is not always possible, resulting… View
Multi-Skilled
Multi-skilled is a phrase used when an agent is sufficiently skilled to handle different types of calls. This generally applies where there a… View
Outsourcing
Outsourcing is a process by which companies partner with third party specialist organisations, who undertake the processing of a function on their … View
Pooling Principle
The pooling principle is a concept by where resources are pooled or increased. This is beneficial where a number of separate product or … View
Predictive Dialling ROI
Predictive diallers have considerably enhanced outbound calling by the use automation. In some cases, predictive dialling can improve product… View
Profit Per Call
Profit per call is the net result of revenue per call less cost per call. … View
Resolved Live - What Level?
Resolved live or first-time resolution is a key measure in any contact centre From a customer satisfaction perspective, the customer has an exp… View
Revenue Per Call
This is a very useful measure in any Telsesales environment. It measures the total revenue generated by sales, divided by total calls. Th… View
Temp to Perm
'Temp to Perm' is a phrase used which usually describes a process of converting temporary workers to permanent ones. Contact centres re… View
Toll Free & Free Phone Numbers
This allows callers to pay no charges for dialling. Often sales contact centres will provide a free phone number to enhance sales.The numbers ar… View
Workforce Management (WFM)
In today's highly competitive marketplace, organisations invest heavily in technology to support and enhance their call centres operational per… View