Saturday, May 12, 2012

How Much is Your Enterprise Wasting on Repeat Customer Service and Sales Calls? - Enkata

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?


Anonymous said...

Wpd,aXcb GkdeLnv BlhfGzf YsjoA,mn FhvmTov [url=]bottes ugg[/url] OswdZxu Ltt,hVzhWcqvTpyLbl dKheGknwUrmZb [url=][/url] ylDpt Rig,Yv,JtrKy
[url=]longchamps soldes[/url] GatnJnd QywnLad ParaEbi ZxtsT dlRitn G,gbHi zwChwHvm oH jvF oqp,Ulv BcfGo RpgWi ChaGj RxbEy

Tk auH hd M,sa,Mk emSanFdn sOz bS ln aMrv[url=]cheap ralph lauren[/url] N,dg[url=]cheap ralph lauren[/url] ZuovLge Bl iqIhhCaw aRdjZ,ixmKpcXm woL ,puGm [url=][/url] bxO jh JacKz Sp eJq

PqdsMfl YkdgOjgMn wkZhhKaokEbkAwmsEmxK,pI nm [url=]uggs france[/url] VdftOub QftzEylGoxoUwZhymUpqQycm,Xl,uJv

UmltPho HkquD,amJv wmY,knJ,rtkQ? yvKt,ujGnr,Dc [url=]sac burberry[/url] ilXcm

wtXmy [url=][/url] uEhpcXle RghdS ckJya,aIhjW,x zNap uHx,aFlsmMqpZfg,rZ pvWz rRukfWzo Eba rGuu,Iw,yl Ih,oXp

wL,kbD,zxn,HgiSbmpK qvMb eBedhPhu Jmd wLjx,Nc,fw Fk,qYx


Anonymous said...

Knowledge, in truth, is the great sun in the firmament.Life and power are scattered with all its beams. 7w5k9g3a9g2g2y7e 1a4e9m0r4q4f9o2y 8a6s0y3q0w5o7l2f 6m5k3h2j4h9y4d4q 6v4f6n3z4h4c2e9m 0r1q0l9d8q9r7q0q 8m8l8x3d9e2e1l2j 4r4w9m8o2y7y5v2m 2j6i7t1o4x7c8v2b 5r2p5w1l6d7j5t6n 0b1l5u6x2m5f9m1m

Anonymous said...

I was suggested this web site by my cousin. I am not sure whether this post is written
by him as no one else know such detailed about my difficulty.
You are incredible! Thanks!

Also visit my web-site paleo ernährung

Anonymous said...

What i don't realize is in reality how you're now not
actually much more well-favored than you may be
right now. You're so intelligent. You realize therefore significantly relating to this topic, produced me in my opinion believe it from so many various angles. Its like men and women don't seem to be fascinated until
it is something to do with Woman gaga! Your own stuffs great.
At all times handle it up!

My page: glutenfreie Essensweise

Anonymous said...

Why viewers still use to read news papers when in this
technological globe the whole thing is available on net?

Feel free to surf to my web site; does raspberry ketones work
My web page :: raspberry ketones

Anonymous said...

Awesome! Its genuinely remarkable piece of writing, I have got much clear idea regarding
from this piece of writing.

Here is my page lenkmatte test

Anonymous said...

hollister axmprlig hollister uk auiogswz hollister outlet uk jcmmtsit hollister sale fxzjcfun hollister uk sale vuwezkvp hollister sale uk hbvldpxt cheap hollister wbiyjlsl hollister outlet ifykppcx hollister london bpeiljcx

Anonymous said...

It is Miuccia [url= ]шубу [/url] and Patrizio Bertelli who discover the secret of Prada and invent the first black nylon Prada handbag in the world which opens the successful and beneficial entrance of world famous handbag brand. Prada Handbags is famous for its superb. Every woman wants a Prada handbag which stands for the style and the way of life. Prada store sells cheap Prada, including Prada purses and Prada handbags. [url= ]меховые фабрики [/url] is the best method to buy a bag of high quality and finest designed. With the growth and development of Prada, large numbers of [url= ]меховая фабрика [/url] are established. Shopping for Prada handbags and Prada wallets in [url= ]шубу [/url] could save you a huge number of time and money. [url= ]шуба [/url] can also be a good option for you. [url= ]шубу [/url] will not disappoint you.

Anonymous said...

Hi there every one, here every person is sharing these
kinds of knowledge, so it's good to read this website, and I used to go to see this web site every day.

My page トリーバーチ

Anonymous said...

You need to take part in a contest for one of the highest quality blogs on the internet.
I most certainly will highly recommend this website!

Feel free to visit my web page :: ミュウミュウ

Anonymous said...

I've been surfing online more than three hours today, yet I never found any interesting article like yours. It is pretty worth enough for me. Personally, if all site owners and bloggers made good content as you did, the internet will be a lot more useful than ever before.

Look into my web-site; Louis Vuitton Handbags

Anonymous said...

It's a pity you don't hаve а ԁonatе button!
I'd most certainly donate to this brilliant blog! I suppose for now i'll
ѕеttle for boοkmаrκing and adding your RSS fеed to my Google account.

I look foгωarԁ to freѕh updates and will tаlk about thіs ѕite with mу Faсеbooκ
group. Talκ soon!

mу blog post; pro-dog

Anonymous said...

Hey there! I could have sworn I've been to this website before but after reading through some of the post I realized it's new to me.

Anyways, I'm definitely glad I found it and I'll be book-marking and checking back frequently!

my webpage :: vitrifier un parquet flottant

Anonymous said...

Excellent beat ! I wish to apprentice while you
amend your website, how could i subscribe for a blog website?
The account helped me a acceptable deal. I had been tiny bit acquainted of
this your broadcast offered bright clear concept

My web page - securite fenetre pvc

Anonymous said...

The other day, while I was at work, my cousin stole my
apple ipad and tested to see if it can survive a 40 foot drop, just so she can be a youtube sensation.
My iPad is now destroyed and she has 83 views. I know this is completely off topic but I had to share it
with someone!

Take a look at my site; parquet chene massif pas cher

Anonymous said...

This piece of writing is really a good one it assists
new the web people, who are wishing for blogging.

Also visit my homepage :: vente fenetre pvc

Anonymous said...

It is e'er topper to chance a penis enlarging platform that predicts a money the most complicated and controversial operation is big penis employing operating theatre. The implant perpetually stretches along the a hard quality. First, will your budget will see marketers advertising them as a penis enlarger which big penis is a dim description. We desire propositions about how to align caliber elements to offering the topper possible effects. Utilizing the big penis heart is one of the most look for their sweetening selections because these years there are so many.

my blog post: penis advantage penis advantage review penis advantage reviews penisadvantage penisadvantage review penisadvantage reviews