Making a Little Go The CallScripter Way

“The government’s plans for reducing the budget deficit are not ambitious enough – according to a European Commission report to be published on 18 March 2010. The report warns that the UK is not on course to cut its deficit in line with EU rules by a deadline of 2015.” BBC, 16/03/2010

This is just one example of many reports circulating within the media regarding the national debt, and the need to cut public sector spending. And while the proposed cuts may already seem harsh, it appears that more of the same (and possibly worse) are set to follow.

To counterbalance this, the public sector union, Unison, released a survey that demonstrates how their workers fear that spending cuts will intensify staff shortages and result in heavier workloads and a decline in the quality of services.

Picture the scene spending is cut, staff redundancies take place, equalling reduced customer service, leading to dissatisfied customers, resulting in a bad reputation and developing exactly the right kind of story that local papers love to sensationalise, and if you’re lucky the Nationals will pick it up as well!

The question is how should this be handled? Because contact centres are often the ‘face’ of a company and the initial port of call, they seem to be the first place that the senior directors look to cut costs, impacting on an entire industry.

So how can the public sector save time, money and staffing costs?

One solution is to develop a system that will reduce call handling times, allow staff to become multi-skilled (and hence more flexible) while maintaining the high compliance standards required.

Implementing an advanced software application will streamline contact centre operations, and also provide a platform to execute inbound, outbound, email and CRM campaigns through one simple and consistent interface.

Call centre technological advances are emerging all the time, and by employing a scripting system, your call centre will not only reduce call handling times, but it will also improve agent efficiency, allowing for calls to be handled quicker and in a more productive manner.

Flexible working practices will look to rising, with the ability to scale up (or most likely down in this instance!) on demand, ensuring that you are never over-resourcing your call centre, or indeed doing it a disservice.

Contact centres are also able to utilise real-time analytics, which means real-time decisions can be made, allowing room to adapt solutions to trends.

That is why call scripting applications are so useful because they are so adaptable and user-friendly. By implementing a tailored solution, specifically designed for the public sector, you can be assured that you are not just undertaking a solution more suitable for a stable business that needs no flexibility.

Another reassuring factor is that in times of economic instability a company that is continuing to quietly prosper and taking the time to listen to clients and carefully develop new technologies, rather than running ahead in leaps and bounds with innovations in abundance that aren’t properly tested, is the safest bet to place your money.