Contact Centers Can't Escape Being Cost Centers, but Can Escape Being Costly

There’s only one reason to explain why Contact Centers are ‘costly’ cost centers. It’s because Contact Center KPI’s qualify performance, but cannot quantify how cost efficiently they’re achieved.

It’s a dilemma undermining a pinnacle reality:

Contact Centers are not about the Customer. They are about your business, and maximizing profit.

And just as products are managed with profitability in mind, so too should Contact Centers.

Contact Centers may be a perennial cost center, but they don’t have to be costly. In fact, they can become the most productive group in the Enterprise!

Three things must happen to escape being costly:

  • Customer Service must be a part of the product development process early on.
  • Contact Centers must have an active seat at the Customer Service planning table.
  • Contact Centers must employ a proactive measure of cost efficiency.

As a product manager, contact center consultant, and sales consultant, I’ve experienced Customer Service being included so late in the product dev process that Contact Centers were included near to or after launch. Enterprise teamwork, Service Level and Customer Sat all took a hit.

To earn a reputation as an important contributor to profitability, employ cost efficiency in 3 steps:

  • Continuously measure Contact Efficiency Index (CEI) — the percent of budget spent engaged with contacts – at all levels. It tells line of business, product, and finance leaders precisely how much it costs to support them, and customer engagement efficiency.
  • Use CEI to pinpoint weak spots in Contact Center Ops. You can surgically locate opportunities to improve productivity without harming momentum, reduce costs, and map best practices.
  • Use CEI to measure ROI on major investments before committing. With the major push for Customer Service innovation, the dollars at stake are big.

To escape being costly, give Contact Efficiency Index serious attention.

For more information, please contact us at

Back to Resources