Contact Center ROI in the 21st Century

Perhaps the three most sought-after—and often elusive—letters in business are ROI. Companies are constantly on the lookout for ways to increase investments they make in any aspect of their business, and the contact center is certainly no different.

After years of feeling around in the dark for solutions that drive contact center ROI, businesses finally have access to evidence-based strategies that have been proven to work. In other words, companies willing to move their contact center operations into the 21st century stand to boost their bottom lines.

For example, according to a recent study by research firm McKinsey, better marketing analytics can increase returns by 10-20 percent. Companies that use business intelligence organizations can drill down on what specific tactics work for different demographics and achieve one-to-one marketing for each individual prospect or existing customer.

End-to-end customer relationship management (CRM) is also a “must-have” for businesses looking to boost returns in the contact center. With software that tracks customer information and interaction history, contact centers can increase efficiency, boost revenue and cut costs in a number of ways, including:

  • Reducing hold times, thus allowing Communicators to handle more calls
  • Identifying new sales opportunities that help generate more revenue
  • Creating customized scripts and best practices that help foster great customer relationships

In today’s multichannel environment, more is expected from the contact center than ever before. Facilities are tasked with providing top-of-the-line customer service, closing sales, compiling and analyzing information and more. Fortunately, for contact center managers feeling the pressure of expectations, taking on a multichannel marketing partner can provide the tools necessary to send ROI soaring.

So, is your company’s contact center ready to fly?