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Solution: Reduce Contact Demand Print E-mail
Call CentreOver 30% of customer operations workload in your contact centres, store-fronts and back offices is probably unnecessary .  You can significantly improve contact centre performance, as well as customer and staff satisfaction by systematically eliminating the reason for these calls at the root cause.  Our Reduce Contact Demand solution was pioneered at Amazon.com and has delivered 30% year on reduction in contacts per order. It will:
  • Show you how you can eliminate a significant amount of customer service workload by challenging demand.
  • Establish sustainable customer driven continuous improvement processes
  • Bridge the silos between marketing, back office, and IT to implement an optimal strategy to eliminate, deflect, simplify or leverage value from the contact.
  • Help you develop and get adoption of engaging self service.

Read on to learn how.

Testimonials

"We thought we knew what our customers wanted. With Skyline now we know what is frustrating them and we can get the whole organisation working to eliminate those things. We reduced the workload associated with those contacts that frustrated customers by 25% in the first year.”

- Melinda Charlesworth - Operations ManagerImage

The underlying reason for all these unnecessary calls is the organisation's failure to do something. Often the root cause does not lie in the Contact Centre - it may be product design, back office performance, unclear communications - but it is in the Contact Centre that the consequences are felt.

Skyline is the core of our Reduce Contact Demand solution.  It hardwires collaboration across the whole organisation to improve productivity and the customer experience.

The Skyline Solution

The first thing Skyline gives you is a clear view of what is causing customers to contact you and the workload asociated with each reason.  This gives you the hard data you need to build organisation wide commitment to work together to eliminate the wasteful contacts that increase costs and reduce customer satisfaction.

Our WOCAS.NET is the second part of the solution. It automatically provides you with the routine reporting that shows you the trends in each contact reason. It tracks and manages progress of improvement initiatives, and it helps root cause analysis to identify what to change in order to reduce contact demand based on 'What (Y)our Customers Are Saying (WOCAS)".

The Management Process

The Skyline application and the reports are only part of the solution.  There are two other components.

The first is a shift in responsibility for contact workload from the contact centre to the parts of the organisation that cause the contact in the first place. In most organisations achieving this change is hard.

The second is an effective process to analyse the root cause of contact demand and then manage the large number of small continuous improvement initiatives that operate across functional and product silos to systematically reduce contact demand.

Our proven implementation approaches ease these management process changes and guarantee you results.