Call and staff costs are some of the biggest expenses in the contact centre. Further factors that contribute to diminished profit potential include agents that (despite making the most sales) may have higher default or cancellation rates or ones that sell products with lower margin and the ones who use the most leads.
This leads to a higher opportunity cost. The goal remains to boost the sales conversion rate, but there are of course a number of ways to do this.
Increasing sales potential
One of the simplest solutions is to speak to more potential customers. This can be achieved by setting up automatic dialling schedules to repetitively dial numbers until a contact is reached. As a result, only ‘live’ contacts are transmitted to the agents, leading to enhanced productivity, efficiency and most importantly, more potential sales for the business.