This month we’re discussing cutting Call Centre costs when it comes to equipment, and case in point, particularly when it comes to headsets. The following are the top 5 touch points in this debate:
1. Headset Protocol: New vs. Refurbished
In an attempt to reduce overheads, Call Centres look to equipment as a potential cost curbing exercise. When it comes to headsets, there is the option of ‘new vs. refurbished’, with new obviously being the more expensive option.
With new hires, most companies offer new headsets to be replaced by a refurbished headset if lost or broken. There is on average a 50-70% saving in replacement cost with refurbished headsets, and most come with a refurbishment warranty on top of that.
2. Employee Headset Training
Ensuring that Call Centre staff receive appropriate training will dispel the majority of headset headaches and keep a cap on costs, as proper training and guidance on equipment usage leads to better understanding and appreciation of said equipment.
What you are ideally after here is that ‘aha’ moment when agents realize that their headset is an essential part of their ability to perform and deliver quality customer service.
3. Tag Headsets to Limit being ‘Nicked’
Pilfering of office equipment needs to be curbed to eliminate unnecessary cost expenditure, as well as employee disgruntlement when they realize that their headset has been nicked overnight!
Employees should accept the responsibility of securely storing their headsets when not in use to ensure safekeeping. Clear tagging of equipment is also helpful to readily identify said owner if accidently mislaid; with some more creative agents even going so far as to ‘pimp’ their headsets (picture glitter guns and rhinestones), resulting in a dramatic decrease of ‘oops, sorry – didn’t know this was yours…’
4. Employee Headset Incentives
Incentivising employees to look after their headsets has enjoyed great success across many sectors. Best kept simple, a reward programme could be something as straightforward as reaching a set milestone with your existing headset to then qualify for an upgrade (possibly moving from basic entry-level to the cordless variety).
5. Limit Headset Downtime
Now that you’ve successfully persuaded your staff to love and cherish their headsets, it’s best to make sure that they continue to do so. Regular and planned servicing of Call Centre equipment is vital to limit downtime and foster a streamlined operation, where supplier Service Level Agreements are highly beneficial in achieving this objective.
A reputable supplier that offers a comprehensive headset warranty is also a great investment, were headsets are serviced and repaired regardless of whether the incident is factory failure or agent misuse.
In summary, cost management in any industry is a balancing act with two good starting points in the Call Centre environment being proper equipment management and headset education where staff can contribute greatly when it comes to prolonging the life of these vital tools, again leading to direct cost saving benefits.
For more great advice and cost effective headset solutions, get in touch with Phonatics today!