24/7 customer service

Customer service working hours

CreditCall operates a call centre 24 hours a day, 7 days a week, 365 days a year. This means that we have non-stop operation all year round. Most of our business partners, however, use normal business hours between 8:00 – 20:00.

What is the actual cost of running customer service

It often happens that when calculating the actual costs, some items are forgotten, but they are also part of the cost of the call centre operator’s work. So what all does the actual cost of a customer service agent include?

• the employee’s gross salary
• employee contributions
• employer contributions
• holiday costs
• costs of (sick leave, vacation, etc.)
• meal tickets
• the salary of the supervisor
• Training
• recruitment & selection
• information systems licences
• management of information systems
• telecommunications and internet charges
• renting of offices
• depreciation of other equipment
• payroll and accounting processing

Costs – for better illustration, we show the cost and number of employees per 24/7 workstation.

This is just a rough estimate of how much it costs to run one operator position for three shifts.

Benefits of outsourcing customer service

Outsourcing has become an important part of business strategies in key business areas, including customer service outsourcing. At first glance, such a step may seem complicated and complicated, but it has a number of advantages:

• Transparency – you have absolute control and access to every communication that is conducted with your customers, including statistics and reports
• Flexibility – third-party customer support gives you more flexibility to handle your customers’ fluctuating demands
• cost optimisation – by paying only for services actually used, costs are optimised and resources are used efficiently
• you do not have to look for new employees – currently it is difficult to find a suitable candidate for the position of call centre operator resp. Shared Service Centre, so you’re free from this daunting task
• you do not need to train new employees – normally there is a high turnover in call centres and new employees need to be trained all the time. This task falls to you anyway.
• expertise and experience – you get a partner who has experience with hundreds of different projects and will be happy to advise you which solution is ideal for you
• technology – we will provide complete technical setup of the project without high investments – setting up a green line (0800) blue line (0850), deployment and setup of IVR (voice menu on the phone line)

Outsourcing today gives you far more options than you can imagine. We as a company will do everything for your satisfaction and our long-term cooperation.