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Common contact center business challenges
Depending on the state of a contact center’s operation and whether it is viewed as strategic or tactical by upper management, the business goals its managers may face can be very challenging. Examples include:
- Reducing costs without affecting service
- Retaining more customers
- Improving customer experiences
- Increasing agent effectiveness
- Increasing revenue through upselling and cross selling
Many contact centers have IT systems which are not integrated together, legacy and new applications, and disparate reporting platforms. This makes the business challenges more acute.
While facing demands to improve their contact center’s performance, managers often find it difficult to secure the funds to make the necessary changes. And often they don’t know which changes to make.
How Aria Solutions can help
In order to assist contact centers to achieve their business goals, Aria Solutions provides contact centers with best-in-class customer interaction management (CIM) software and services. We can customize a software solution to meet almost any requirement, regardless of the existing technology, type or size of operation, or pain points.
What can customer interaction management (CIM) solutions do for you?
Customer interaction management solutions can enable contact centers to dramatically increase performance by simultaneously improving customer experiences and reducing costs. This leads to greater customer retention, revenue and ultimately, profits.
Why delivering better customer experiences is critical
In an independent major North American survey 23% of customers said contact center interactions fall short of their expectations. Interestingly, in the same survey 90% of contact center managers felt they met or exceed callers’ expectations. Unfortunately, this disparity will only get worse because in most markets customer expectations increase over time. In fact, a recent study of contact center customers showed that over 30% said their expectations of service had increased over the past year.
By not meeting customers’ expectations, a company is seriously compromising its bottom line by not retaining enough customers and missing revenue opportunities. In this day and age of ever increasing competition in almost every market, it seems that change is definitely needed. There are other compelling facts that support this conclusion:
- Customers who have a bad customer experience are twice as likely to share it with others compared to those who have not. (Thriving on Chaos, Tom Peters)
- Decreasing customer defection by 5 percent equals an increase in profitability by at least 25 to 100%, depending on the industry. (The Loyalty Effect, Frederick Reichheld)
- The No.1 reason for customer defection is poor customer service. (Business Weekly)
- It is 3 to 10 times more expensive to acquire new customers than to retain existing ones. (The Economist)
The constant pressure - improving operational efficiency and reducing costs
Contact center managers are under constant pressure to improve the operational efficiency of their centers and reduce costs. This is not surprising because contact centers are a major expense to their organization. And, as any contact center manager knows, two thirds or more of a center’s operating costs are related to the workforce. Many other issues are also related to the agents. Whether it’s high turnover, scheduling and forecasting problems, lack of skills, inconsistent performance, or some other human resource issue, the challenges can be formidable.
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