Time is money: save on both

The call center manager is under constant pressure. The number of conversations taking place determines the turnover. So, the objective is to keep the conversations as short as possible without sacrificing service or quality. Plus, the call center manager is often faced with a large turnover of staff and it is hard to find suitable agents. In short: time is literally money.

But the customer is obviously not interested in the call center's turnover. He just wants his questions answered. And quickly, too. So, in many cases a website visitor submits his question both via email and telephone. Email is accessible, but after filling out the email form, the visitor realizes it could take quite some time before he will get an answer. So he picks up the phone, because it is quicker and more direct. In this case, one question is asked through different channels. If your system is not attuned to this, processing this question takes double the time and money. Not to mention the potential confusion.

Chat prevents this type of situations and offers a better channel control that will seriously reduce your costs. After all, chat is a contact solution with all the necessary features: it is just as accessible as email and still the visitor is directly 'speaking' to someone and gets a prompt answer, like on the phone.

To save both time and money, it is important not to put all channels on the contact page. Only put a chat button on your website at places where visitors may want to ask questions, for example product information and ordering pages. This way, you direct your visitor to the most efficient channel and prevent superfluous double questions. So by improving your channel control by means of a chat option, you also realize a substantial reduction in email and telephone traffic.

Livecom can help you with this, with 6G. You can find more information at 'conversion advice', or you can look at the Livecom 6G™ modules.

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