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## What role does a Contact Center play? Some of the key Contact center objectives at a high level are listed below: * Improve Customer Service * Retain customers * Reduce costs/Increase efficiency * Increase sales / revenue * Grow the value of existing customers * Extend service offering * Acquir...
## What role does a Contact Center play? Some of the key Contact center objectives at a high level are listed below: * Improve Customer Service * Retain customers * Reduce costs/Increase efficiency * Increase sales / revenue * Grow the value of existing customers * Extend service offering * Acquire new customers * Substitute face to face activity Business objectives typically measure four (not limited to) areas: * **Cost control** - Are we handling contacts in an efficient manner? Do customers have to contact us too often? As a result, contact centers may want to measure by: cost per contact, cost per customer, cost per case, cost per order. * **Revenue generation** - Are we making money? Are we maximizing sales and upselling opportunities? Are we growing the business? As a result, contact centers may want to measure by: net revenue per customer, revenue per contact * **Customer satisfaction** - Are our agents providing satisfactory service? Are we answering contacts quickly enough? As a result, contact centers may want to measure by: post-contact satisfaction scores, contact abandonment rate, average speed of answer * **Employee satisfaction** - Do our employees feel valued and respected? Do they like working here? As a result, contact centers may want to measure by: employee opinion survey, retention rate, employee referrals.