For too long, contact centers have not required an ROI out of vendors
This is especially true with technology partners.
The reason is usually baked into how the deal was structured.
The two most common pricing models are subscription and per-seat.
Both remove the vendor’s incentive to save you money.
On a subscription, your cost is fixed.
It doesn’t go down when the tool performs well.
On a per-seat model, the vendor makes more money when you add seats.
Saving you headcount works against them.
Here’s what I tell every CFO I work with:
Before you approve the spend, require a savings projection from your leaders.
Then put that number in the contract, so both sides are clear on the expectations.
There is no reason to buy technology that adds cost.
The vendor landscape is too competitive for that.
And secondly, don’t optimize for cost alone.
Include partners in the decision who will keep an eye on quality.
The two aren’t mutually exclusive.
Cost and quality can now work together very well.
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.
