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Module 4: Reduce Volume of Contacts

Area 3: Reduce repeat calls

Simplify!
Centerserve's 74 point information gathering guide will help you reduce volume of contacts while maintaining quality.
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. We have examined "reducing time to handle contacts" and "reducing cost of resources", now we are focusing on "reducing volume of contacts". Once again, let's start this week's tutorial with a review of what we have already learned 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 contacts

Area 3: Reduce repeat contacts costs

Call volume can be reduced by minimizing the number of repeat contacts by:

Improving first contact resolution rates.
Improving contact closings.
Using proactive follow-up processes.

Improving first contact resolution rates

According to Centerserve's Benchmarks in Call Center Operations report, only one of 14 industries reported meeting their first contact resolution goal. Clearly first call resolution is a major area of improvement across industries and a source of cost savings in a large percentage of call centers. In the same report, respondents report cost per call ranges from $1.91 to a remarkable $9.93; at these rates it is imperative for call centers to improve first contact resolution while maintaining quality customer service.

Be sure to take advantage of Centerserve's complimentary resources including 9 methods to improve first contact resolution rates at
www.call-center.net

Improve contact closings & use proactive follow-up processes

Improve agents' knowledge and skills:

• Improve screening process for new hires

• Improve training for agents related to trouble-shooting and problem resolution

• Implement contact monitoring process (including peer monitoring by agents with the highest first contact resolution rates)

Improve support tools and processes:

• Use knowledge-based applications or trouble-shooting tools and scripts to help agents find the right answer the first time

• Provide a readily-accessible help desk for agents who are having trouble resolving an inquiry

• Implement workflow applications to ensure that post-call activities are completed as promised to the customer.

• Build incentive programs to encourage first call resolution (including the removal of incentives to simply reduce handle time)

Don't reinvent the wheel!

The Cost Controlling e-Toolkit also includes a
74 point information gathering tool to reduce costly contact volume.

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!

A sampling of cost control modules:

A foundation in cost control
Reducing handle time
Drive volume to lower cost channel
Reduce agent payroll costs
Reduce overhead costs
Reduce misdirected calls and emails

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Simplify!
Centerserve's 74 point information gathering guide will help you reduce volume of contacts while maintaining quality.
See the Cost Control e-Toolkit.