While concern for vulnerable customers and employees is at an all-time high for companies, we must NOT ignore the fact that companies themselves are also very vulnerable.
Recent responses from the voluntary fortnightly business survey (BICS), found more than three-quarters (76%) of businesses reported they had some form of concern for their business for November 2022, with this percentage being higher for businesses with 10 or more employees, at 85%.
Amongst the top concerns that companies have is the cost of energy. In late October 2022, nearly a quarter (24%) reported switching electrical equipment to standby, or off, more than usual in the last three months, in an attempt to reduce consumption.
As I work very closely with contact centres, my thoughts automatically turned to this industry. Not only are many having to deal with the increased volume of vulnerable customers, their own agents are under more pressure and operating 24 hours a day means they are using A LOT of energy.
So it is no wonder that as a business, the cost of energy would be of great concern and perhaps leave them feeling very vulnerable. Trying to reduce consumption costs can be an effective solution for many businesses, but the contact centre industry needs to communicate with customers 24 hours a day.
The costs derived from the use of technology, in order to operate a successful contact centre, can be very significant. Contact centres need communication platforms and IT infrastructure, often deployed via datacentres, that require power, heat, maintenance and other building and management costs. Switching these must-have technologies to stand-by or off within the contact centre industry is often just not practical or even possible.
So, how can we help Contact Centres reduce their costs?
By moving from traditional data centre deployment into a cloud contact centre model, huge cost savings can be realised, as the need for data centres, heating, power and building costs are greatly reduced or even disappear in some cases.
Furthermore, contact centres can save even more money (up to 80%) by implementing Amazon Connect, the only cloud-based contact centre service that adopts a pay-as you-go consumption model…with no need to switch to standby or off.
If you are interested in reducing your contact centre costs, I would be more than happy to discuss how you can very quickly enjoy the many benefits that Amazon Connect can offer your business.
Contact me on dbicker@svl.co.uk or let’s meet on LinkedIn,
