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Industry Research : Sevis Systems Reports Unanswered Calls Cost U.S. Contact Centers $685M per Day

#contactcenterworld, @sevissystems

Sevis Systems announced its report that examines the economic and operations impact of unanswered outbound calls on businesses and their contact centers. Today, 94% of mobile calls from unrecognized numbers go unanswered, making it difficult for businesses to get in touch with customers about legitimate matters. Sevis’ research reveals that this leads to numerous contact attempts, increased operating costs and poor customer experience, all at a cost of $685 million each day or up to $178 billion each year.

The report, titled "Unanswered Calls Cost U.S. Call Centers Near $685 Million Daily," cites that consumers’ hesitancy to answer unknown numbers is on the rise, driven by increased fraudulent calling like robocalls, spam and spoofers. Voice calling is the preferred method for contacting customers in the healthcare, finance and insurance industries due to the personal information exchange this type of communication requires. The impact of unanswered calls effects both the customer and the business, and involves missed opportunities for upsell, lengthy call back efforts, time away from other productive tasks, and usually increased frustration.

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When looking to put a value on the cost of these unanswered calls, Sevis reports staggering statistics. The research found that 216.2 million calls from U.S. contact centers each day are unanswered. It also estimates that contact center workers that make outbound calls will spend 56 minutes per hour on unanswered calls that cost the business 1.5 cents per second. That equates to $403.20 of wasted time per worker each eight-hour day, or $685 million per day for all contact centers in the U.S.

Call blocking apps have tried to solve the robocall, spam and spoof issues but fall short and have been known to harvest customer information, potentially resulting in identity theft and account takeovers. Telecom carriers have also tried to stop bad calls by implementing network call analytics or blocking suspect calls. Any of these solutions have the unintended consequence of impacting good calls, which affects contact centers as they cannot guarantee if their call actually rang the customer’s phone. Sevis’ eCallMe!(R) customer engagement platform offers the only call verification platform that is carrier and device agnostic and does not harvest, share or transmit any personal information with third party firms.

"Many businesses are leveraging chatbots and other digital communications to engage with customers, but the voice call is here to stay. It holds tremendous value in terms of building trusted customer relationships," said Fletcher Hamilton, CEO at Sevis. "Sevis is committed to helping businesses ensure their calls are trusted and answered. Our eCallMe! platform has always supported this cause, and this report breaks down the true impact it can have on business and customer experience."

#contactcenterworld, @sevissystems

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Today's Tip of the Day - Listen

Read today's tip or listen to it on podcast.

Published: Wednesday, July 21, 2021

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2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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