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​I’ve invested heavily in non-voice channels, yet my transaction costs are not falling? - Netcall - ContactCenterWorld.com Blog

​I’ve invested heavily in non-voice channels, yet my transaction costs are not falling?

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.

  • Service levels. What is it costing you to meet your targets? For example have you ever needed to ‘switch off’ webchat to handle voice? What is the biggest cause of this target failure, and could you automate or deflect this contact volume.
  • Handling time. Are you able to calculate the total handling time per interaction across channels?
  • First contact resolution. Are you able to track when customers return for the same query as they feel it was unanswered? What is most common reason for the initial contact failure, what would it require to resolve this ‘one’ process issue?
  • Customer effort. Consider how you could match the interaction channel to a specifc demographic to ensure the biggest chance of acceptance and success. Using alternate strategies for the same transaction by age segment may deliver a solid a business case
  • Urgency and the emotional impact of the transaction can cause customers to demand real-time communication. How could you provide proactive communication or adjust the channel for urgent/bad news delivery to more closely match your capacity and reduce peak demand
  • Harness channel slide. Do you use a mixture of channels in an orchestrated way for each interaction? Maintain the majority of contact on a lower cost channel but have an agreed approved route for agents to use to provide personalised support. For example use voice or web chat when specific data sensitive help is needed
  • Avoid inbound contact with proactive outbound messages. Reduce costly inbound contact by providing tailored, channel-specific messaging to reassure customers or send them a reminder e.g. “missed payments” or “delivery status update”.

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.

Source: http://www.netcall.com/blog/ive-invested-heavily-in-non-voice-channels-yet-my-transaction-costs-are-not-falling

Publish Date: July 20, 2016 5:00 AM

 1

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
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:

2.) 
Cloudonix

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

4.) 
DiRAD Technologies

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.
PH: 8448442989

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

6.) 
Megacall

VOIP services
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

7.) 
NetSapiens

SNAPsolution
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...
(read more)
PH: 7608463385

8.) 
Nuxiba Technologies

CenterWare
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!

9.) 
Televergence

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.
PH: 213-943-2023
 



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