GoResponse Telephone Answering Service Staff

Flexing benefits call centres without incurring commitment

Assistant using a headsetBy their very nature, call centres endure peaks and troughs of traffic, whether it’s via traditional phone calls or engagement on social media. Therefore, it can be hard to plan resources effectively. Having too few resources means that systems and agents might not be able to keep up when demand soars. On the other hand, having too many can cause telephone answering services to incur high costs without rewards. It is here that flexing provides benefits, providing companies with a way to utilise additional licences when needed.

One of the huge advantages of flexing is that call centres aren’t drawn into any long-term commitment. In the traditional business world, companies would have to buy the maximum number of licences required in addition to paying for licence support even if they weren’t used. This is a big commitment, and it could result in high costs and poor efficiency. However, in modern cloud platform practices, many firms allow call centres to flex up, boosting their standard licence numbers as demand levels rise.

Another good benefit of flexing is that there aren’t any setup costs at the outset. With legacy systems, firms had to pay upfront for licences even if some of them were not used regularly. By flexing, call centres can reduce their initial costs and choose a reduced number of licences. As peak periods begin, further licences can be bought without additional setup expenses.

In an age where efficiency is essential, using flexing can save companies a lot of time and money.

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