Contact Centres – Prevention is better than cure.


Too many companies view their contact centres as cost centres and throw time, energy and lots of money at them, in order to try and streamline efficiency and costs.

Hard to believe that in 2017 some companies are still driven by metrics such as AHT. This is the first tell tale sign you are not customer centric and have your strategy upside down.

Think of it this way. Your contact centre is a medic bay or a hospital functioning to service sick patients. You’re madly looking for ways to get the patients out as quickly as possible, but still being empathetic and caring. As your patient numbers grow, you have to develop more and more ways to maximise efficiencies.

The smarter companies have well and truly moved past this and are now looking at curing the ailment at the root, rather than just accepting and dealing with the sick. By creating a journey map that measures the satisfaction of your customers at every interaction point, you are helping to isolate pain points. If you then create process flows, to break down each interaction, you can implement ways to improve and actually stop calls coming into your contact centre.

I recently spoke to a highly regarded contact centre manager who says they spend no more than 30 minute’s a day in the contact centre and rather focus their energy on meeting with the areas of the business that are creating the top call drivers. They divide and conquer at the source and have reduced their flow of calls by 40% in 3 months. This isn’t rocket science, it’s common sense.

Your contact centre should be an experience centre and not a bad one. Your staff should be taking every opportunity to go above and beyond the expectations of the customer, rather than pacifying them. If you have completed thorough journey maps, you can anticipate when customers are likely to call and would have already called them.

So if you’re still taking 100% inbound calls, are scrambling to meet your service levels of 80% and are worrying about Sigma plans to reduce your AHT, it’s time you turn your attention to prevention rather than cure. Don’t get left behind.

If you have any feedback or questions, don’t hesitate to let me know.

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