“A big burden has been lifted from supervisors because they’re now able to quickly see and compare all efficiencies across their staff. They’re able to make decisions based on facts and determine the outcome before putting them into action.”
Using your existing raw data, Got/IT will rapidly audit your contact center business performance for the prior 6 months, by week, and provide you with a data-driven trend report of weekly operational costs, finanical efficiency, and workforce capacity. The baseline will inform business strategy by solving key questions such as:
FINANCIAL AND WORK EFFICIENCY
Got/IT reports the percentage of each dollar, and total amount of dollars, are going toward direct customer engagement, and other desired work, at each level of operations, queue, and channel.
Contact Center A reports 75% of spending goes toward contacts. Got/IT reveals only 38% is spent on direct customer engagement, with the rest going into non-customer engagement activities. This difference translates into a $700,000 performance gap.
TECHNOLOGY STACK UTILIZATION
Got/IT reports technology stack utilization and efficiency of agent processes against spending, desired results, and qualitative goals e.g. Average Handle Time, Service Level, First Call Resolution.
Agents spend an average 80 seconds per claims call identifying the caller, which Got/IT reports at a cost of $1.2 million per year. An IVR enhancement costing $100k can reduce this time to 40 seconds, saving over $1.0 million per year and providing a 900% ROI.
TRANSLATING METRICS TO MONEY AND SPENDING
Got/IT translates contact center measures such as handle time, hold time, training, and availability into their dollar value.
Got/IT idenfies the cost of hold time for each of 10 different contact qeueus. Four (4) of these queues share processes, and their hold times cost $250,000 per quarter. Improving 1 process step will cut hold times in half, saving $500,000 per year, and increasing agent engagement 10% per affected contact.
Based on client input, Got/IT consulting ranks the top three to five most costly and challenging processes in the contact center, and then produces a cost/benefit analysis with detailed recommendations.
A client has a current average wrap-up of 1 minute per contact, and a goal of 30 seconds. At 40,000 contacts per week, Got/IT reports achieving a 30 second wrap-up per contact will save $670,000 and 12 FTE's per year. It would also increase agent engagement 333 hours per week.
Got/IT eliminates false positives and negatives hidden in traditional contact center KPI's used today.
Manager A and B have nearly identical handle time, satisfaction, and first call resolution scores. Got/IT reports Manager A has a contact efficiency of 60%, and Manager B 80%. Manager B is 33% more finanically efficient than Manager A.
Got/IT's Contact Efficiency and Workforce Efficiency measures empower agents to show they are working hard, enabling managers to better manage.
Got/IT pinpoints the precise support each agent needs, which agents are doing their jobs to the fullest, and who is most eligible for more perks, like overtime. It reports who is nearing burnout, who is coasting, and who needs help. For the first time, managers operate on a level playing field.