Share what you know with millions of people
Focus is the best place to turn what you know into remarkable content
0
Benefits of a 24 7 call centre?
My company is considering making us a 24 7 call centre. Do you work in one? Do you really think it helps to be open all day and night? How many more calls do you get by staying open? Do you think it's worth it?
Events
- Dos and Don'ts of Small Business Marketing May 29 @ 11 am PT
- Lead Nurturing 202: The Next Generation May 31 @ 11 am PT
- The Tricks to Paid Media June 6 @ 11 am PT
- Display Advertising for Brand Awareness June 20 @ 11 am PT
Related Activity
2 Answers
Well it all depends on several elements. Support is a business and if you are not running it as a PNL, but as a cost center 24X7 may kill you financially if you do not have proper offerings to pay for it. Here are the questions you need to ask yourself:
1 – Is this a mission critical product that requires 24X7 support availability
2 – Do our offerings justify the expense? (a good baseline to use is 15%-18% of list price is for base 9X5 support and 18%-22% for 24X7)
3 – What our competitors offer? Do we need 24X7 to be competitive?
This will be a good start
I agree with Joseph's comments. Depending on the service you provide, your competition and the geographical locations of your client base, then a 24/7 call centre could be prudent.
Obviously an empty building is not making anyone money, so if there is a way to man it 24/7 that would make the venture profitable, then it is worth considering.
There is always an opportunity, if your company decides to go ahead with their plans, of seeing if there are any outsourcing opportunities to offer your 24/7 service to other people in your field of business, to try and subsidise costs.
Answer This Question