There are two main metrics to measure contact center costs.
Only one of them increases customer satisfaction.
1. Cost per call
2. Cost per resolution
Cost per call is straightforward.
It measures your cost every time an agent answers.
This incentivizes agents to spend as little time as possible with customers.
Cost per resolution measures something more nuanced:
Did the customer get their problem solved or question answered?
This incentivizes agents to actually help customers and resolve issues.
Cost per resolution has typically been harder to measure.
Because you have to confirm the issue was actually resolved.
But modern AI tools can now monitor and report this on a per-call basis.
That changes what you can demand from your team.
It’s not just about answering the call and having an interaction.
It’s about:
– Did they call in?
– Did they get their question answered?
– Did it result in a good resolution and satisfied customer?
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.
