Budget Bonanza? Check Yours Now!
The end of the year brings two budget items for most managers:
1. Spending what’s left of this year’s budget
2. Submitting (and advocating for) next year’s budget.
For contact center managers these are important items, for which I offer some thoughts. This first blog post will focus on what’s left of this year’s budget.
The major message is: don’t let this year’s allocations get away from you!
Dig through your budget to see what is still available, and find ways to use the money wisely.
Call Center Training
is a natural choice for remaining budget money, since it is one of those things that can slip during the course of a busy year. Consistently, we see where appropriate training choices result in employees and managers with eyes opened to ways to improve the quality and the efficiency of the service they provide. Look around your center and think about how:
- Workforce Management
training could improve service, reduce costs, and boost morale in your center
and other supervisor-oriented training
could turbocharge your supervisor colleagues - - who hold the most important position in the call center, in my opinion (and yet who are often the least trained and supported)
- Management courses
can provide you or your colleagues with 360 degree insights that can transform your center for the better.
Other uses of existing budget might include:
· Benchmarking your center
against your industry, to see where you are performing well and where you need future budget to get up to competitive standards
Technology. Sometimes “leftover” budget will be enough to institute a pilot project for a new technology initiative
. There is so much new technology and functionality available from vendors who are anxious to sell. Use that to your advantage. See what sort of pilot you can fashion on a limited budget, and challenge the vendor to show how the pilot has provided real value, in dollars and cents and/or higher satisfaction
· Attending a conference
. Select carefully so that you go to an event that will provide you will excellent content, not just show you a big exhibit hall.
Naturally, if you really don’t need the budget, you should not waste your company’s money. However, for every one center I have seen with too much budget, there are 9+ who need every penny they can get.
You may not have $24 million left unused in your 2017 budget. However, whatever you have, think about how to use it - - wisely!
Naturally, we at BenchmarkPortal
feel we have proven, results-producing offerings that merit your precious budget dollars. Please let us know if we can be of help.