Cost Reduction in the Contact Centre

So you want to save costs and run a slicker operation?

Then it might well be the time to start thinking about why your customers are calling your contact centre in the first place. While there is little doubt that traditional efficiency targets do help control costs, once you’ve exhausted them, you may be left wondering where to go next.

 Get your facts right

 Fact: It is eight times more profitable to retain and grow existing customers. So, by challenging call demand and thinking like a customer, you can not only save costs, you can actually improve financial returns, enhance the customer experience and help retain your customer base.

Fact: No customer really wants to call a contact centre. They are often forced to call in when something’s gone wrong as a result of a failure within your wider organisation. While traditional approaches to managing efficiency and costs include a strong focus on targets like first call resolution (FCR) and workforce management (WFM), they’re still not giving you a clue as to why customers are calling in the first place, nor are they helping you to manage demand.

Simon Roncoroni, Non Executive Director at InsightNow writes in Dimension Data Interactions Edition 15