Framework for Optimizing Customer Service Cost Performance PPT
This PPT slide, part of the 78-slide Guide to Delivering Best-in-Class Customer Care PowerPoint presentation, presents a comprehensive framework for optimizing overall cost performance in customer service operations. It emphasizes the importance of an end-to-end approach that focuses on key performance metrics. The central theme revolves around the overall cost per call, which is broken down into various components and sub-components.
At the top, the slide indicates the overall cost per call, with a specific breakdown showing average and top quartile performance. The metrics are visually represented, allowing for quick comparisons. The left side of the slide highlights the cost per call, showing a stark contrast between in-house and outsourced costs. For instance, in-house costs average $12 per call while outsourced costs average $5, suggesting potential savings through outsourcing.
The slide further details performance metrics such as IVR containment rates, utilization, average handling time (AHT), and first call resolution (FCR). Notably, IVR containment rates are shown at 80% for top quartile performers, indicating efficiency in handling calls without agent intervention. Utilization rates also reflect significant differences, with top performers achieving 70% compared to 54% for average performers.
The cost components section breaks down the metrics into more granular levels, such as availability and occupancy, which are crucial for understanding workforce efficiency. The data on call volume and full-time equivalent staff (FTES) provides insights into operational capacity and resource allocation.
Overall, the slide serves as a strategic tool for executives to identify areas for improvement and cost reduction in customer service operations, guiding decision-making towards more efficient practices.
This slide is part of the Guide to Delivering Best-in-Class Customer Care PowerPoint presentation.
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