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August 24, 2017 | By

4 Unnecessary Costs Dragging Down Your Contact Center

Today’s contact centers are under more pressure than ever to deliver quality service while keeping costs down. A task not so easily accomplished due in part to higher customer expectations and zero tolerance for errors. Customers not only want service faster; they want it to be available through various channels and expect it to be seamless and personalized. Buried under legacy systems and processes, many support organizations are struggling to keep up.

Here are just a few of the unnecessary costs dragging down your contact center. Sound familiar?

  1. Too Many Systems

With 18 or more separate interfaces, agent’s workflows are complex. They have to juggle CRMs, ticketing systems, and various customer engagement channels simultaneously, making it hard to provide speedy service. It’s basic math — the more systems an agent must toggle through to find the information they need, the greater the inefficiency. And inefficient agents are less productive and handle fewer contacts per day, requiring contact centers to hire more agents to keep up with contact volumes.

  1. Agent Frustration

Millennials make up the largest generation in the workforce and though generational analysis is an admittedly fuzzy science, it’s clear that as contact center employees, their expectations are higher than those of previous generations. Millennials (and I would argue other generations as well) are now comparing their workplace systems to the seamless apps they use in their personal lives. If work tools aren’t able to mirror this simplicity, you end up with frustrated agents whose performance will undoubtedly suffer. And frustrated agents leads to costly agent churn.

  1. Agent Turnover = Bloated Hiring and Training Budgets

According to IMCI, the average tenure of a contact center agent is down to 3.3 years with a 33% turnover rate. When you consider that it can cost an average of $15,000 to replace each agent, that it takes them several months to become productive, and that they take all their knowledge with them when they leave, the cost of attrition is unacceptably high.  A recent report by Forrester, suggests a leading reason agents quit their job is because they don’t feel they have the right tools to be successful. By enabling them to help customers achieve faster resolutions, you kill two birds with one stone.

  1. High Costs of Maintaining Legacy Systems

Contact center technology has advanced light years over the past decade. There are so many more tools available to help agents deliver the experiences customers are looking for. What was once completely phone-based is now a marriage of modern engagement channels like live chat and social, as well as emerging technologies like augmented reality and artificial intelligence. To keep up, many companies are cobbling together various systems and tools to accommodate these changes. However, these “Frankenstack” solutions tend to come with their own unnecessary problems, including integration issues, supporting various systems with different requirements, budgeting and maintaining a number of vendor contracts and unpredictable pricing models.

Winning the customer service game is not easy, but recognizing these pitfalls is the first step in creating a more efficient and effective support team. Modernizing the contact center to a single, omni-channel solution helps ensure customers can engage with brands the way they want to, and your contact center employees are armed with the tools needed to deliver the experiences that create long-term loyalty.

Want to streamline your contact center even further? Download Customer Support and Engagement in a Connected World for tips on how you can deliver a seamless customer experience and outperform the competition.


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