The standard way way of measuring ROI with Contact Center software solutions is by evaluating solutions on a vendor-by-vendor basis; a process that is both time-consuming and reality-altering (after all, companies spend billions of dollars in marketing per year to buy their products).
Instead try using a reverse-selection buying process, and look at what elements help different types of ROI. When buying a Contact Center solution most companies are looking for several elements to be improved—in order to achieve the ROI they are looking for. To achieve a return on your investment you need to: improve your customers' experiences, improve operational efficiencies, and improve IT efficiencies.
Customer satisfaction is essential, after all they are where the money comes from. Improved customer experiences is the easiest way to achieve ROI because it has measurable and quantifiable results. By choosing certain features within a Contact Center system you can improve your customer experiences, thereby ensuring a high customer-return ratio, increase your up-selling and cross-selling opportunities and gain valuable customer-based referrals. ROI-driven Contact Center solutions look for: significantly reduced hold times, improved agent responsiveness, decreased call transfer and wait times, increased personalization, create contact-sensitive treatment and scripting, and expansion on self-service options.
The features you need to ensure an improved customer experience are:
Owning a solid Contact Center solution will also ensure that your team runs optimally. Next to your contact center software your employees are your most valuable resource; so be sure to make the most of them. A call center or contact center solution will put the processes in place that you need to properly train, run, and manage your contact center representatives. A well-fitted solution will ensure that you: fully leverage your CRM application, ensure that you blend your inbound and outbound calling, make more proactive contacts, and decrease talk time.
The features you need to ensure improved operational efficiencies are:
Your call center solution can also ensure that you leverage technology in the most efficient ways possible. By employing the proper solution for you, you will minimize downtime, ensure inter-program compatibility, reduce the need for staff and operational costs, improve routing, simplified agent interfaces.
The features you need to ensure improved IT efficiencies are:
We want to make sure you have the freshest information possible, so we’ve updated that chart to reflect the state of the contact center market for Q2. more
If improving customer experience is important to you (it should be), then 2017 may be a good year to reevaluate the software you use for your contact center. With customer preferences shifting, the importance of an efficient contact center has never been higher. You cannot afford to simply focus on keeping costs low. Significant competitive advantages are available to businesses who manage this area effectively. more