Small Changes in the Contact Center Add Up to Big Savings

Posted December 5, 2012 by Chris Burgoyne / About VoiceVision, Contact Center Operations, Teachable Moments

You've heard of death by a thousand cuts? It's real, but we don't have to be negative all the time.  Let's make our glass half full and remember a more positive cliché: "A journey of a thousand miles begins with a single step." The part of that maxim that's forgotten tends to be the millions of steps that follow the first one. The point is that little things can make a big difference when you put them together.

For example, after a VoiceVision® assessment, when small changes to a call flow are implemented, even modest improvements can lead to significant results. Imagine a call that used to take one minute, shortened to 50 seconds.  This ten second savings multiplied by hundreds of thousands of calls over the course of a year, can add up to tens of thousands of dollars in annual savings on telephony carrier charges.

Accumulated Savings Over Time

And that’s just the carrier charges!
Shortening call times can increase customer satisfaction and agent productivity.  Small changes can make a BIG difference! The contact center is a complex organism and small improvements can be magnified over time, and in just the same way, small inefficiencies turn into big costs over time.  If you haven’t done an analysis of your contact center end-to-end in a long time, now’s the time to retake control!

VoiceVision can help you realize these savings. Contact us to get started!




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