Reducing your cost of contact doesn’t have to impact customer service – in fact, we can prove that better service leads to lower contact costs.
We can help you reduce call volumes and average handling times, while increasing self-serve rates:
overall reduction in fully-loaded cost of contact for a 70-seat travel sector contact centre
cost of contact reduction on inbound insurance sales line by introducing an integrated self-serve product registration journey
customer journeys with improved CX and reduced cost
savings by redeploying 20 FTEs to other customer facing work
Reducing the cost of contact takes more than moving to digital and hoping your customers will accept it. Unless you understand their motivations and know how to fulfil their needs, your cost of contact will stay high.
Applying our tried and tested Engage-to-Influence™ methodology means we’re able to help you influence your customers, improve your digital experience, and reduce contact costs significantly.
Our client’s home insurance claims department needed to reduce its average call handle time (AHT) and reduce contact costs.
We listened to live claims calls and analysed customer feedback. Then we redesigned the claims handling process and implemented a service that assigned customers their own dedicated claims advisor they could reach through a new Interactive Voice Response (IVR) system.
The claims reference capture in the IVR had an 85% success rate, which reduced the AHT of claims calls by over 20%. The average time to claims resolution also fell by over a week.
We offer a range of services to help identify where you can improve your CX.
Our range of CX technology solutions will help to significantly reduce your cost of contact.
Talk to us about what it is you want to achieve and we’ll talk to you about the practical ways we’ve got to help you do that.
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