Scale Down Your CPC
Sajan Choksi
Founder. CEO. Strategist. Problem Solver. Leader. Angel Investor. Entrepreneur.
Cost Per Contact, or CPC, is an invaluable KPI (key performance indicator) that signifies the efficiency of your agents. CPC represents the cost incurred by your contact centre of an agent’s interaction with a customer. In this case, the lower, the better because it means your agents are resolving issues and answering questions quickly, then moving on to the next customer. To calculate your organization’s CPC, simply divide the total contact centre costs by the total number of interactions over a specific time period.?
To reduce your cost per contact, keep the following three tips in mind:?
Improve Your IVR
Interactive Voice Response is so important.? The more efficient your IVR is, the lower your CPC will be, as customers will spend less time deciphering how to get in contact with the right agent.??
Give Agents The Educational Tools They Need
With the right training and education, agents will be able to either handle customers’ points of contention or make necessary transfers with ease. This efficiency will keep your contact centre’s costs low.?
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Conversation Scheduling
Lastly, investing in conversation scheduling technology will work wonders on scaling down your CPC. Allowing your customers to schedule a call-back instead of staying on hold will reduce not only your cost per contact but also your call spikes and abandonment rates. A bonus - once the customers get through to your agents, they will be in a much better mood than if they had to sit and wait to hear the same music over and over again.?
At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.
Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!