Tag Archives: call center agents

Call Center Staffing Calculator

Try Out Our All New Call Center Staffing Calculator Today!

Posted on March 28, 2015

Do you want to find out how much a customer support project would cost, even before you decided to outsource it? Yes, now you can with Flatworld’s novel Call Center Outsourcing Cost Calculator that is completely FREE, easy-to-use and super quick.

Over the last 15 years, we at Flatworld Solutions have been offering an entire gamut of reliable and cost-effective customer support solutions to worldwide organizations of all sizes. One question that most customers ask us is “What is the exact budget and the total number of call center agents that I would need to support my desired service level?

To adequately address this question placed by our customers, we at Flatworld Solutions have devised a new Call Center Staffing Calculator that is very easy-to-use, is completely free and provides a customer with an immediate answer to the following business critical queries:

  • What is the number of call center agents that I will need to adequately support my call center expansion requirements?
  • What will be the cost that I will incur for my desired service level?

How to Utilize our Call Center Resource and Budget Planning Calculator?

To quickly find out the number of call center agents and the total cost that you will incur on a weekly basis, all you need to do is key in the type of your project, the service types, the target country, the call count, the average handling type and your preferences on shift coverage. When you have finished entering in your details, you will only need to click on the “Calculate” button to find out the answers to your questions immediately.

Read this guide to find out how to fill in your details: Continue reading →

How to Optimize your IVR System?

How to Optimize your IVR System?

Posted on February 7, 2015

Most companies choose IVR (Interactive Voice Response) systems, when it comes to improving their customer support services. But how can you improve the potential of this handy call routing tool? Here are three simple ways to optimize your IVR system and maximize its uses.

If your business receives a large volume of calls, you may be using an IVR system. With an interactive voice response system, comes many benefits, such as, a seamless routing of calls to the right department, improved efficiency and an increase in customer satisfaction. Here are three tips for optimizing your IVR system.

1. Analyze your current structure

Your customers may find it difficult to interact with your IVR system, due to several reasons. For example, a complicated menu option can make it time consuming and challenging for your callers to get in touch with the right department.  This could lead to several unhappy customers and could even increase your company’s call abandonment rates.

To prevent this from happening, it is important to test out your IVR system and check its routing procedures and menus. This will help you to find out the areas that need improvement. Ensure that your instructions are clear and brief, so that your callers can be immediately directed to the concerned call center executive, without a time delay.

2. Improve the IVR script

The right choice of words, along with the right tone can work miracles in your business’s customer service solutions. By making sure that your instructions are easy to decipher and simple to understand, you can establish a better connection with your callers. With an improved IVR script, it will drastically reduce the time they would be required to stay on line and wait for a live call center executive. Continue reading →