How GigCX Can Boost Your Contact Center ROI

If you run a contact center, you know how challenging it is to balance customer satisfaction, operational efficiency, and profitability. You need to hire and retain the right agents, manage fluctuating demand, and optimize your costs.

But what if there was a better way to run your contact center? A way that lets you scale up or down as needed, access a pool of qualified and motivated agents, and save up to 35% on your operational costs?

That’s what GigCX can do for you. GigCX is a customer service model that leverages a network of independent contractors or freelancers who work on-demand to provide customer support services. These gig-based agents can work remotely using their own equipment and software, and they can support customers via multiple channels, such as phone, email, chat, and social media.

GigCX is not a new concept, but it’s gaining popularity among contact centers, especially in industries that experience high seasonal or variable demand, such as retail, e-commerce, and travel. GigCX can help you overcome some of the common challenges of running a contact center, such as:

• High attrition rates: Contact center agents have one of the highest turnover rates in any industry, averaging around 30%. This means you have to constantly recruit, train, and replace your agents, which can be costly and time-consuming. With GigCX, you don’t have to worry about attrition, as you only pay for the agents you need, when you need them.
• Low occupancy rates: Occupancy rate is the percentage of time that agents are on calls or performing after-call work, divided by the time they are logged in. A low occupancy rate means you are paying for idle time, which reduces your profitability. With GigCX, you can optimize your occupancy rate by adjusting your staffing levels according to the demand, ensuring that you always have the right number of agents available.
• High shrinkage rates: Shrinkage rate is the percentage of time that agents are not available to handle calls, due to factors such as breaks, meetings, training, or absenteeism. A high shrinkage rate means you are paying for non-productive time, which also lowers your profitability. With GigCX, you can reduce your shrinkage rate by eliminating the need for training, coaching, and quality sessions, as these are handled by the GigCX provider. You only pay for the productive time of the agents, who are ready to serve your customers.

If you'd like to see how much you can save with GigCX, reach out and we will share a GigCX ROI Calculator. You can quickly compare your current operational costs to what they would be if you leveraged a GigCX solution.

Email [email protected] with questions or to access the ROI Calculator.

Darren Prine - Cloud Tech Gurus - [email protected] - 602-975-4321 https://www.cloudtechgurus.com/