When guests enter your home, the goal is to make them feel comfortable enough to stay—so that the next time they come, they feel even more at ease. These interactions should grow with time, so that eventually each guest feels completely relaxed in your space.
Your contact center is no different. And if you intend to increase your ROI, it is important to think of your long run as well as short term interactions. The intention is to keep a customer coming back for life as repeat business is the lifeblood of all companies. In fact, the probability of selling to an existing customer is 60 to 70 percent; that number drops to five to 20 percent with new prospects. Moreover, it costs six to seven times more to acquire a new customer than to retain an existing one.
So how do you make sure to not leave any money on the table? By investing in comprehensive, competitive contact center offerings. Since the contact center is typically a drain on company budgets and subject to CAPEX restrictions, you will want to look for solutions as to how to curb your expenditures while gaining the tools necessary to properly connect with—and get to know—your customers.
One of the chief benefits afforded by contact center solutions is the ability to lower your overall CAPEX and OPEX spending. For example, a company can reduce its total cost of ownership by almost $14 million over a five-year period, simply by switching to a cloud-based contact center solution.
Moreover, your customers will be treated better. With advanced technology solutions like first call resolution, integrated self-service, remote workers, and predictive dialers, on-hold times can be cut substantially and resolution is achieved quicker. Additionally, key metrics such as average speed of answer (ASA) and average handle time (AHT) can see significant improvements resulting in agent productivity gains, and reduced costs with effective and well thought out approaches that focus on enhancing the customer experience while reducing overall costs.
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