Sabio, the Contact Centre Specialist Transforming Customer Contact
Outsourced contact centres can deliver great value for organisations, but it's always a challenge to measure performance - particularly if you're using multiple third party providers.
It's typically hard for Marketing departments to match sales with the specific campaigns that generated them. However, Sales and Marketing teams can identify exactly where to spend their DR budgets, without the requirement for expensive additional telephony solutions.
Repeat calls represent the single biggest preventable overhead for operational call centres, but these can be difficult to identify and measure accurately. They also represent a significant cost saving opportunity as they can typically account for 20% of all incoming calls.
Almost every organisation claims to offer a great customer journey, but that’s often because they’re focused on the carefully defined segment of the customer experience that’s measured within the contact centre. But what about the unanswered calls? The ones that don't even get to this stage?
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