Table of Contents
How to use this toolkit
How the toolkit is organized
Overview
Reducing the handle time
Reducing the cost of resources
Reducing the volume of contacts
Prioritization worksheet
Three types of cost control initiatives
Topic look-up
Reducing handle time
Improve agent capability
Improve systems support
Improve call processes
Data gathering worksheet
Reducing resource costs
Drive volume to lower cost channel
Reduce agent payroll costs
Reduce overhead costs
Data gathering worksheet
Reducing contact volume
Eliminate reason to contact
Minimize misdirected contacts
Reduce repeat contacts
Data gathering worksheet
Cost control worksheets
Getting started
Worksheet index
Rank by criteria
Rank by time
Cost savings summary
Financial worksheet
Financial worksheet example
Resource cost
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