I am willing to bet that most contact centers are not providing value to the business. Most businesses score success around the metrics of the calls and the call center. The only business reason to have a call center is to increase the customer’s satisfaction. it costs $30 to process a call and firms are trying to drive those costs down.
It costs thousands of dollars each time you lose a customer.
Business asks, ‘Did I answer the customer?’ Why not ask, ‘What did we do or not do that caused the customer to call and can we do that better?’
The reason and answers for most calls to a call center could be made available to most customers at any time on any device on a customer portal with zero wait times and a zero per transaction cost. Unfortunately, most firms who think they have a customer portal actually only have a web site.