I’m on a crusade this year to be more productive, to get more things done, and to be more organized. One of the least productive things I do during the day is sort through my emails. Getting through my daily emails has been a lot like peeling an onion – lots of layers and sometimes I find myself weeping chong qi zhang peng.
I used to think that I had an efficient system managing all the miscellaneous emails coming in and going out; I assigned them to special folders and added tasks based around them.
Boy was I wrong! I think I spent more time than usual last year trying to find email threads/conversations that spanned more than six months; with more than 10,000 emails last year it was like finding the proverbial needle in a haystack – even with search tools Wasserspiele!
TomPisello, who calls himself the ROI Guy, estimates organizations lose some $1,250 per user in productivity each year due to time spent on reading and deleting spam. Another $1,800 per user is lost reading and sometimes responding to unnecessary e-mails from coworkers. And $2,100 to $4,100 a year per user is wasted due to dealing with poorly written communications. According to the association, a company with 1,000 knowledge workers loses up to $48,000 a week due to the employees’ inability to find and retrieve needed information from their messy desks. (Source: IT Business Edge – Ann Hall)
Staggering amounts for sure!
But how much does a collections call center lose each year by not using some type of dialing technology? Or not using the right dialing technology for the right reason?
How much money is left on the table because a company thinks they have a handle on things, like I felt about my email?
My own experience has shown me that manually dialing costs the company in two ways Commercial Inflatable Bouncers:
I once worked with a start-up company that used telemarketers to sell a product. Against my advice, they wanted to start operations by manually dialing. The average talk time per agent was 12 minutes per hour! Those agents brought in an average of about $50 per hour.
Imagine what they could have brought in using a predictive dialer. There were 20 agents working there; what if they increased the talk time to 36 minutes per hour? Could they have been bringing in three times more money per hour per agent? Could the dialer have paid for itself right away with the correct strategies employed? Absolutely!
If these numbers hold true and you were really leaving $100 per hour per agent on the table wouldn’t the only question be “How soon can you set us up with a dialer?” Multiply that amount by a 2,000 hour year for an agent and the numbers begin to really make an impact.
Using this same example, the overhead per agent was around $20 per hour – for only 12 minutes of actual work! Eighty-percent of the money being paid out in agent overhead was being wasted listening to dial-tone, busy signals, answering machines, and ringing. That amounted to $32,000 per year per agent in “wasted wages.” Talk about losing money to a lack of productivity! Of course, with the right dialer strategy a call center might be able to even reduce the head count and save even more money while improving productivity and increasing revenue.monster inflatable water park
Unfortunately for that company, they didn’t make it. They failed to understand how using the right tool and increasing productivity could increase revenues.
So while I am streamlining my email processing and becoming more productive and responsive, what are you doing to make your call center more efficient and more productive?
This article was written by Dave C