How Much is Your Enterprise Wasting on Repeat Customer Service and Sales Calls?
May 10, 2012 | Joe McFadden — Sr. Director, Marketing
For most contact centers, 40% of incoming calls are unnecessary repeats. Improving FCR is a top priority for many call centers because it can dramatically help reduce operating costs (up to 25% for large enterprises) AND improve the overall customer experience. As Emily Yellin, a consultant and author of Your Call Is (Not That) Important to Us explains “When customers have a problem, we only call the company as a last resort. So if we can’t get what we need the first time around and have to call back, we remember the frustration and lost time and are more likely to go elsewhere the next time we need to buy whatever that company is selling.” The more times a customer needs to call back, the worse the customer experience becomes.
On the other hand, when a customer’s service or sales issue is addressed quickly and efficiently, they walk away from that call feeling good about your brand and their overall experience. This customer experience is often what sets two companies in the same industry apart from each other and what creates brand loyal customers.
However, sometimes it’s hard to get the “powers that be” in a large enterprise to view the contact center as a branding tool, and not just as a line item on a budget. If you are in need of compelling data to help convince the higher ups in your organization to invest in a First Contact Resolution (FCR) solution, these figures might just do the trick:
According to a recent analysis of Enkata’s own in-house customer data, there was an estimated $20 billion spent on unnecessary repeat calls and call transfers by North American companies.
The figures below are estimates based on average repeat call reductions for Enkata customers deploying Enkata’s First Contact Resolution solution applied across total estimated customer service calls placed in North America.
So how much did you company waste on unnecessary repeats call in 2011? How much are you prepared to waste in 2012?