A well planned operation understands the demands placed upon it and manages the right resource availability at the right time.  But what about understanding why demand rises and falls as it does, this can only be achieved by understanding why customers call and the action that drove them to it.

Research has demonstrated*1 that 45% of all calls in the UK are unnecessary, they equate this to £1million per annum per 250 agents within the UK.  With an estimated 900,000 agents in the UK this equates to a staggering £3.6 billion per annum spent on unnecessary calls.

The majority of these calls are known to be caused by actions of the business itself.  Analyse your own operation and calculate the potential for savings if you could identify and reduce these calls and subsequent back office administration.  Every operation’s unnecessary calls are different in content, what are yours, have you even thought about it?

ContactBabel’s full report ‘Getting Call Avoidance Right’ is available White Paper – Getting Call Avoidance Right

If you could achieve even a 5% reduction in your unnecessary calls and back office administration think of the savings you could achieve.  Next time you are negotiating with your contact centre operation about headcount, think about how their operation would look with less calls – something you could help them achieve.

If you would like a free review to fully understand the reasons why customers call and make guaranteed operational savings, contact me spenceroleary@eguk.co.uk

View the short video how others have achieved guaranteed operational management improvements (hyperlink)

*1 Source: ContactBabel 2006