Esker's Paper-Free For All!

The Headcount Balancing Act

In a bad economy, how do you justify having the staff you have? That’s one of the issues facing customer service management today. Orders are still coming in, and those orders still need to be processed, but the orders are for much lower amounts, therefore the impact to the bottom line is much less. And, to make things trickier, the order volume is actually growing for several companies as their customers are placing orders more often, but for less dollar amounts tied to each order. So the time and effort involved in processing orders is more, which impacts everything from first-call resolution, to customer satisfaction, to workload balance and order accuracy – but the revenue growth is less, affecting the ability to justify hiring additional staff to deal with the increased volumes.

This headcount balancing act is not an easy one. Making sure you have the right number of customer service reps processing orders to not have downtime or overload is a science. Luckily, our customers have figured out that adding order automation to the equation makes things in the customer service world a lot better. With an automation solution, management is able to have visibility into order volumes, therefore being able to better forecast and measure workload, and it also frees up the customer service reps from manually entering order data and shuffling around paper to focusing on what is most important: the customer.

Learn more at www.esker.com.