What’s the Best Way to Scale Your Call Center?

Introduction

If there’s anything certain in the call center today, it’s that unpredictability is the name of the game. Forecasting models aren’t able to address sudden and unforeseen changes, such as the 2020 pandemic and its resulting impact. The ability to scale is the key to always meeting customer expectations for seamless, fast, and helpful customer service interactions.

You have a few options for scaling your call center, but what’s the best way to do so?

Adding more agents is often the first option. But hiring is expensive, slow, Introduction and challenging, especially during labor shortages. There are three other options for scaling: hire a business process outsourcing (BPO) provider, implement an interactive voice response (IVR) system, or deploy voice artificial intelligence (AI). All three methods have a place in call centers and come with their unique advantages and disadvantages.

First Name

Last Name

Job Title

In which industry do you work?

Company Name

Address

City

State

Postal Code

Country

Phone

How many people are employed by your entire organization?

Company Revenue

I consent to have this website store my submitted information so they can respond to my inquiry. See your Privacy Policy to learn more about how we use data.