Many libraries already have an in-house call desk or call center that is staffed for most or all business hours. If that’s you, we say KUDOS, because you’ve taken an important step toward providing great virtual service!
HOWEVER, it’s also extraordinarily expensive when you ADD UP THE STAFF TIME that goes into it. It also prevents the employee(s) on the call desk/center from performing most other tasks during that time, including proactively engaging in-house customers. So you end up spending a lot of money and losing a lot of flexibility to an important but admittedly intermittent task.
For example, if you staff your call desk with one employee at a time for 60 hours per week, and on average your call desk workers’ gross hourly wage is $20 (it’s probably more), then you’re spending $60,000 a year to staff your call desk:
Now if you partner with Unique to handle the same workload (say, 750 calls a month) the cost will be drastically less – about $24,000 a year:
Your annual cost will be about $24,000 instead of $60,000 – a savings of $36,000, with no loss in quality (and perhaps an improvement) through using Unique Talk. And as a result you will have the flexibility to reallocate that staff time however you want and/or adjust staffing levels, depending on your needs and goals.