With the push for 24 x7 self-service, hybrid AI, and predictive analytics, Contact Center Execs are front and center for needing more money. Getting funds is a chore filled with risk and increased oversight. How can one offset? Let me explain.
Contact Centers often spend less than 50% of budget engaged with Customers. This is because Contact Center KPI’s qualify performance, but none quantify how efficiently they're achieved e.g. Customer Sat, Service Level, NPS, First Call Resolution.
What’s needed is the ability to improve productivity and quality with existing staff in order to free up budget for new solutions.
Contact Efficiency Index (CEI) is the solution. It is a proactive approach that calculates the percent of Contact Center budget spent engaged with customers. High KPI and high CEI improves productivity and Customer Service.
I’ve seen two Teams in same Contact Center with a CEI of 38%, and 82%, respectively. Improving CEI of the one team to 65% increases total CEI to 70%, a 46% improvement in productivity. This frees headcount, releasing budget for investments. And reduced headcount means reduced technology spend. A win – win!
A solution already exists to test the value of Cost Efficiency.
Would you like to have a more proactive, tailored approach for your Contact Center Operations?
Would you like to maintain or improve Customer Service and Satisfaction while minimizing incremental funds needed for new service technologies?
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