Our 100 call challenge will help you find hidden gold in your contact centre
Take the first step towards becoming an Effective Service organisation by signing up to our 100 call challenge
The average UK contact centre spends over £1m every year handling contacts that customers shouldn’t need to make.
Yet despite the vast array of metrics found in every contact centre, very few Customer Service Directors are able to articulate how much avoidable contact their teams receive every day, and how much it’s costing them.
At Service Economics we know there are a few key metrics that, once they’re uncovered, can unlock customer insights that will underpin your entire future operational strategy.
These metrics are not typically measured or reported on in most organisations - but those who do understand them quickly gain a competitive advantage.
Organisations like Aviva, RAC, Allianz, Ageas and Hyperoptic have embedded these metrics into their frontline service operations. They use them to help deliver more effective service, improve the quality of their planning and forecasting, and to ensure they make smart decisions around technology investment.
These metrics help them to understand:
who is contacting them
why those contacts are made
how much avoidable contact they are handling
how many repeat contacts they receive
how effectively those contacts are handled
Take our 100 call challenge and let us show you how to gain rapid insight from a detailed analysis of customer contacts
Quick and easy to sign up
Low cost, low risk project
Can be carried out on-site or remotely
Typically takes less than a week
Executive results briefing with summary of findings
Dashboard showing key metrics uncovered
Benchmark against your peers
Actionable insights based on the results uncovered
Proposed actions and next steps including how you can embed this into your bau reporting
What you’ll receive