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Today’s business environment demands
that technology pays for itself – many times over. Return on
Investment (ROI) is no longer an option. It has become an industry
requirement but is often very difficult to prove.
Traditionally contact centre metrics focus on ACD statistics such as average length of call and number of
calls per agent to determine ROI. Unfortunately this has led to a
numbers driven environment rather than a customer service driven
environment - often with detrimental effects upon customer
retention rates.
The Voice-Net Difference
SMARTCALL Voice-Net is a recording
solution with a difference. It is a flexible, network based
solution that captures both the call and associated customer data. Scaleable from a cost effective 10
user base system up to a full enterprise-wide solution, Voice-Net is
suitable for any vertical or company size.
SMARTCALL Voice-Net can be used to
measure not only traditional contact centre metrics but also
“soft” metrics such as quality of call and customer
satisfaction. These so called “soft” metrics
are often more difficult to estimate but are of equal if not greater
importance than traditional metrics.
Dispute
Resolution
Call recording is invaluable in
dispute resolution by providing “who said what” verification. Voice-Net allows agents to replay a
call during the wrap up period to ensure accuracy and save the
company from costly mistakes.
Voice-Net goes one step further. It
enables the call to be associated with the customer data giving
management a complete picture of the total customer interaction.
Reduces
Agent Attrition
Recruitment
is a real and very expensive headache for many operations.
Statistics show that the average agent attrition rate is 25% which,
for a 100 agent contact centre, costs approximately £100,000 per
annum (with recruitment and training costs @£4,000 per agent). Call
recording can help to reduce agent attrition rate by 10%-20%, saving
at least £15,000 per annum
[* 2 - source: ContactBabel].
Assessing
agents objectively is a proven way to reduce agent attrition rate. Voice-Net
provides a consistent and fair scoring of agents’ strengths and
weaknesses. It allows both hard
and soft skills to be effectively measured enabling you to reward
them accordingly.
Reduces
Agent Absenteeism
Most
contact centres experience at least 5% agent absenteeism. Voice-Net
can help to reduce this by 25% to 3.75% - a saving of 1.25%. In a
100-agent centre where the average agent salary is £20,000 plus
other costs (benefits, pc etc.) of £5,000 per year, the total cost
saving using Voice-Net
would be:
1.25%
x agent salary x number of agents = 1.25% x £25,000 x 100 = £31,250
[*
3 - source: ContactBabel]
Reduces
Customer Churn
In
a Henley Centre study 68% of people questioned said they would
prefer to go to another company if a SINGLE call is handled badly.
The
example below [* 1]
illustrates the likely cost impact of this statistic:
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Industry Analysts
Comments
“68% of people would prefer to go to another company if a
SINGLE call is handled badly”
Henley
Centre Study
“Reducing
customer defections by just 5%
could increase profits anywhere between 25% and 85%”
Bain & Co
(USA)
“Call monitoring is essential for evaluating
and improving call quality and customer satisfaction”
Gartner
Benefits
of Voice-Net
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