It is interesting that 40% of customers using self-service also contact the call centre (Orange) while 82% of store visitors make a follow up phone call (Orange).
Customers evidently need to follow up when they feel that they have not had a suitable resolution.
As a contact centre manager you have matched the transactions to the channels (see previous blog) and now you need to understand the true cost-to-serve by transaction.
Some analysis of costs is simplistic in that it only accounts for single contact transactions and not the impact of repeat contacts for the same query. In this illustrated example we show how repeated contact increases costs – times to contact x cost of channel. This however, does not even include the escalated cost when 42% of the complaining customers call and ask to speak to a supervisor.
We have compiled a check list of items to consider as you calculate total interation costs. Making marginal gains, tweaking processes one step at a time, will lead to reduction in the cost per interaction.
The journey to finding the most appropriate route or sweet spot for each transaction and demographic is demanding and requires focus and ongoing improvement. You will gain improved customer loyalty together with increased productivity and boosted staff morale.
Publish Date: July 20, 2016 5:00 AM
|1.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.
|3.)||Connectica Solutions, LLC|
PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555
AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.
|5.)||Layer One Technologies|
Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800
Stay in contact quickly and easily with your international offices through Megacall.
Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.
📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.
netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
Build a strong business presence and improve customer relationships!
Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.
Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!
Schedule a live demo or request a quote today!
Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
|How to secure more budget for your contact centre||May 9, 2017 5:00 AM|
|Liberty Contact Centre is certified for Skype for Business Server 2015||May 2, 2017 5:00 AM|
|4 best practices when moving your contact centre to the cloud||April 28, 2017 5:00 AM|
|Agent journey mapping: the secret to even better CX?||April 18, 2017 5:00 AM|
|10 ways to improve customer experience - part 2||April 11, 2017 5:00 AM|
|Complaints about nuisance calls are rising - help customers welcome your calls||January 18, 2017 5:00 AM|
|Three stages to achieve end-to-end customer experience||December 22, 2016 5:00 AM|
|3 Tech Investment Trends in Contact Centres||December 15, 2016 5:00 AM|
|Identify individual training needs for each agent – without management burnout||November 28, 2016 5:00 AM|
|Three steps to matching customer expectations||August 15, 2016 5:00 AM|