Contact Centre Optimisation
Contact centre operations are expensive – the high cost of labour, technology, accommodation and overheads are a significant investment for any business.
And the costs of providing a poor level of service is arguably even more:
- 66% of consumers who switched brands did so because of poor service
- 1 in 3 customers will leave a brand they love after just one bad experience.
- Only 1 out of 26 unhappy customers complain. The rest simply leave and never return.
- 55% of consumers are willing to pay more for a guaranteed good experience (customers are no longer satisfied with just being promised a good experience).
So it’s pretty clear you need to get things right for your customers. But getting it right internally is also critical.
Poor processes, technology, leadership and more all lead to an inefficient contact centre that hurts your business in more ways than one.
Our contact centre optimisation services will help increase efficiency, improve staff engagement and ensure you and your team have the information you need to support your overall organisational objectives.
Contact Centre Optimisation Focus Areas
Contact Centre Optimisation is a pretty broad term and of course, the key to a successful outcome is ensuring our focus is on delivering the right outcome for your business whether it is to lower costs, improve the CX, reduce turnover and so on.
We typically recommend our Health Check service as a great starting point as this enables clear identification of the areas that require improvement.
As a general guide though, we typically support organisations in the following areas:
Strategy
When assessing your call centre’s overall strategy, we’ll often be able to pick-out quick optimisation wins, while also considering a long-term view and arming you with a roadmap to get you there.
Reporting & KPIs
Implementing the right reporting processes and setting KPIs is critical to driving positive outcomes for your business. We’ll make sure you’re using the right KPIs and measuring them correctly.
Knowledge
With more and more simple calls being eliminated by technology, agents are being challenged by added complexity levels. How easy it is for them to access the right information at the right time, can have a huge influence on customer experience and efficiency.
Processes
Most contact centres are drowning in processes that have been developed since the dawn of time. We’ll analyse and improve your processes to drive measurable improvements.
People
From recruitment to coaching, performance management, workforce optimisation and so on – there are numerous ways to identify and implement optimisation strategies to improve the efficiency and engagement of your workforce.
Technology
Technology is constantly changing and evolving. There is literally a new piece of software or hardware released every week that promises the next big thing. We can assist you in identifying and implementing opportunities that will provide tangible results.
What you can expect
We’ll make sure we are both clear on the key objectives you are seeking when you engage us for contact centre optimisation consulting. But to point you in the right direction, these are the typical outcomes you would expect:
- A more efficient workforce enabling you to do more with less.
- An improved customer experience.
- A happier workforce with lower turnover rates and reduced absenteeism.
- Alignment (and contribution) to your corporate objectives.