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Module 4: Reduce Volume of Contacts

Area 2: Minimize misdirected call and emails

Simplify!
Centerserve's 24 point information gathering guide will help you get to the bottom of misdirected calls and save you money!
See the Cost Control e-Toolkit.

This tutorial series is comprised of excerpts from Centerserve's e-toolkit Controlling the Cost of Call Center Operations. So far in this cost control series, we have examined "reducing time to handle contacts" and "reducing cost of resources". Next we will move on to "reducing volume of contacts" by exploring the second of three areas. Let's start this week's tutorial with a review of what we have learned in prior weeks about controlling costs in call centers based on Centerserve's Cost Control Roadmap . For a refresher on prior cost control modules see the links at the end of this tutorial.

Let's Review: Cost control- the framework components

Controlling or reducing the cost of call center operations requires addressing three cost components of handling contacts:
handle time (e.g., talk time plus after call work time for a phone call)
resource costs for handling contacts (fully loaded cost per unit time – e.g. cost per minute)
total volume of contacts (volume of contacts for all media) Remember: Your cost reduction initiatives can be placed in three categories: short-term (less than 3 months), mid-term (3-6 months), and long-term (greater than 6 months).

Reducing the volume of contacts

Reducing the volume of contacts can be achieved by one of the following methods.

Area 1: Eliminate reason to contact

Area 2: Minimize misdirected calls and emails

Area 3: Reduce repeat calls

Area 2: Minimize misdirected calls and emails
Some fraction of your contacts are most likely misdirected contacts intended for some other part of the organization. These contacts not only add to the queue but they also take time away from handling other contacts. Methods to minimize misdirected contacts include:
1. Provide clear and accurate contact information on marketing and product documentation.
2. Provide clear contact information on statements and bills.
3. Make menus in voice response system easy-to-use.
4. Ensure accurate and easy-to-use phone directory listings.
5. Reduce inter-company transfers.

As seen in the Cost Controlling e-Toolkit
Each of the five points above are expanded upon in the Cost Controlling e-Toolkit. Today's module includes details on the first method of minimizing misdirected calls. Be sure to see the accompanying Impact Table in the Cost Controlling e-Toolkit. All of the five points above are expanded upon in the Cost Controlling e-Toolkit. Also in the Cost Controlling e-Toolkit is a 24 point information gathering tool to better investigate misdirected calls in your call center!

1. Provide clear and accurate contact information on marketing and product documentation.

Misdirected calls are generated when marketing materials and product documentation does not clearly and accurately provide contact information. This contact information should clearly delineate not only the options for customer support but also separate the contact information based on the reason the customer is calling. For example, technical support contact numbers may be different than sales or order status.

This requirement is especially true for websites. The “About us” or “Contact us” webpage should follow these same requirements for clear and accurate contact information based on the reason the customer is contacting you.

Be sure employees understand the importance of accurate information in their email "signature".

Don't reinvent the wheel!
24 point information gathering tool

The Cost Controlling e-Toolkit expands on the four additional methods to minimize misdirected calls plus a 24 point information gathering tool to better investigate misdirected calls in your call center.

In addition, the Cost Controlling e-Toolkit also includes a
22 point information gathering tool for eliminating reasons to contact as seen in last week's module.

Visit the Controlling the Cost of Call Center Operations site

Order this e-toolkit and have it delivered straight to your Inbox!

No shipping costs!

Next week: Reduce repeat calls in your call center

All of cost control modules in the most recent series
Module 1 , Module 2, Module 3, Module 4, Module 5 and Module 6 of this series.

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Simplify!
Centerserve's 24 point information gathering guide will help you get to the bottom of misdirected calls
and save you money!
See the Cost Control e-Toolkit.