At contact center scale, small efficiencies become big savings.
Here’s how removing just 20 seconds per call saved $350,000 a year.
I had a client whose quality team required time-of-day greetings on every call.
“Good morning.” “Good afternoon.” “Good evening.”
The agents were offshore, so they had to check their clocks before each call.
Nobody had ever questioned this step in the process.
Until we ran an analysis on the call transcripts.
We realized that just that step was adding 20 seconds to every single call.
At $1 per minute, across 300 agents, it came out to $350,000 a year.
We updated their greeting to simply: “Thank you for calling.”
When the clock-checking step disappeared. So did the cost.
Most contact centers have dozens of unnecessary steps just like it.
Analyzing your transcripts will show you exactly where they are.
If you want help running that analysis, send me a DM.
I’m Mark Danielson, and I help healthcare leaders reduce support costs while improving patient satisfaction.
Follow me for practical insights on cutting contact center costs, improving service quality, and modernizing operations without the tradeoffs.
