What methods of cost reducing measures/services have you used for Call Centers?

[alainbt]

Aside from the usual like outsourcing to 3rd party CC has anyone looked into companies like www.nohold.com to divert and address customer support online?

[JoeB]

Web-based self-service can be a very effective and relatively inexpensive way to reduce call volume and provide timely and quality service. However, research shows that in some situation self-service caused the exact opposite – customer satisfaction deteriorated and call volume increased…. Some of the reasons are described here http://www.diagnosticstrategies.com/self-help.htm

Assuming that self-service is a good solution for your situation, there are many companies (too many to list here) that provide self-service tools. They range from relatively simplistic means to access FAQs to elaborate decision support software. The decision which to use depends on the support requirements, end-user skills and expectations, as well as, of course, licensing and implementation costs.

We maintain a detailed database of diagnostics, problem resolution, and self-service products, and provide research and analysis of their “fit for the task” for different client situations. Contact me directly at jbarkai@DiagnosticStrategies.com if this information can be of use to you.

Joe

[George E. Martin]

Self Service is an incredible tool and great solution provided that it has some intelligence and you can "close the loop". In other words, upload the knowledge base immediately.