{"id":84387,"date":"2024-09-26T15:19:15","date_gmt":"2024-09-26T21:19:15","guid":{"rendered":"https:\/\/inmoment.com\/?p=84387"},"modified":"2024-10-08T08:49:31","modified_gmt":"2024-10-08T14:49:31","slug":"call-center-cost-reduction","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/call-center-cost-reduction\/","title":{"rendered":"Call Center Cost Reduction: Moving to Zero Call Resolution"},"content":{"rendered":"\n

Why Channel Deflection is Critical to ROI-Fueled CX<\/h2>\n\n\n\n

Every call in your contact center represents a breakdown in your customer journey<\/a>. Customers don\u2019t want to call; they want quick and easy solutions. The moment they have to dial your number, frustration is likely already simmering. The friction of navigating IVRs, waiting on hold, and repeating information can erode loyalty in seconds. Yet, it\u2019s not just the customer paying the price for this breakdown\u2014your business is footing the bill, too, in more ways than one.<\/p>\n\n\n\n

The True Cost of Contact Centers<\/strong>
The true cost of relying on traditional contact centers is staggering. Staffing, training, infrastructure\u2014these expenses pile up, and the result is often a system straining to keep up with an overwhelming volume of calls. However, the most dangerous aspect of this reactive approach is that it fundamentally undermines the customer experience (CX)<\/a>, leading to dissatisfied customers and missed growth opportunities.<\/p>\n\n\n\n

So how can companies eliminate the need for customers to call in the first place? By moving to a strategy of zero call resolution<\/em> through channel deflection\u2014meeting customer needs proactively and driving contact center cost reduction before they even think of reaching for the phone.<\/p>\n\n\n\n

The Financial Burden of a Reactive Call Center<\/h2>\n\n\n\n

Let\u2019s break down the expenses of maintaining a traditional contact center that prevents call center cost reductions:<\/p>\n\n\n\n

1. Staffing Costs:<\/strong> Running a contact center is expensive. It requires an army of agents to field calls, troubleshoot, and resolve issues. Yet, many of these calls could have been deflected through other channels like self-service or automated solutions. The more calls you receive, the more people you need on hand, and this cycle leads to mounting labor costs.<\/p>\n\n\n\n

2. High Agent Turnover:<\/strong> Contact centers suffer from notoriously high turnover rates. Dealing with repetitive and often stressful calls takes a toll on agents. High turnover leads to increased recruitment costs, loss of institutional knowledge, and the need to constantly onboard new employees, all while sacrificing service continuity.<\/p>\n\n\n\n

3. Training and Coaching Costs:<\/strong> New hires must be trained not just on your product or service, but on how to handle a wide variety of customer issues. Regular coaching and upskilling are necessary to keep agents effective, especially as new products, policies, or technologies roll out. This constant training cycle can become a significant operational cost.<\/p>\n\n\n\n

4. Infrastructure Expenses:<\/strong> Beyond staffing, the infrastructure needed to run a contact center is a massive financial drain. This includes physical space, telecommunications systems, workforce management tools, and advanced call routing software. These are crucial for managing high call volumes but can quickly spiral into a cost-heavy operation.<\/p>\n\n\n\n

5. Scheduling Complexities:<\/strong> Managing agent schedules to match peak call times is a challenge that plagues most contact centers. Too few agents mean long wait times and frustrated customers, while too many agents during off-peak hours lead to underutilization and wasted resources. Balancing this requires constant monitoring and adjustment.<\/p>\n\n\n\n

6. Inconsistent Issue Resolution:<\/strong> Customers expect quick and accurate resolutions when they reach out, but in reality, many issues are escalated or require follow-up. Real-time identification and resolution of problems are complex, especially when agents are overworked and juggling multiple tasks. The result is longer handle times and a less satisfying experience for the customer.<\/p>\n\n\n\n

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Reporting on revenue impact of resolving issues using AI versus human intervention.<\/figcaption><\/figure>\n\n\n\n

How to Reduce Contact Center Costs to a Zero Call Resolution<\/h2>\n\n\n\n

So, let\u2019s get down to brass tacks. How can you start to quantify this? The ultimate goal of zero call resolution, and going 100% self-service as a business model is straightforward and directly linked to call center cost saving:<\/p>\n\n\n\n

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  1. How many customer calls do you handle in the contact center per year? (Eg, 250,000)<\/em><\/strong><\/li>\n\n\n\n
  2. What is the average cost per call? (Eg. $5.00 fully loaded with call center systems and agent handle time and note-taking)<\/em><\/strong><\/li>\n\n\n\n
  3. Multiply those numbers together and that\u2019s the ultimate goal of ROI you\u2019re chasing. (Eg. $1.25 million per year)<\/em><\/strong><\/li>\n<\/ol>\n\n\n\n

    You got us, it\u2019s never that simple. <\/em>Moving towards a zero call resolution<\/em> model requires a dedicated focus to understand why customers are calling in the first place, which topics and issues drive the highest number of inbound calls, and then game-plan the best way to systematically solve the issues through channels that your customers prefer.<\/p>\n\n\n\n

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