This PPT slide, part of the 78-slide Guide to Delivering Best-in-Class Customer Care PowerPoint presentation, presents a framework for optimizing cost performance through a comprehensive focus on key performance indicators (KPIs). It begins with an overview of overall cost per call, breaking down the costs into various components and sub-components. The primary metric highlighted is the overall cost per call, which is segmented into average and top quartile figures, indicating a performance benchmark.
The slide details specific metrics such as IVR containment rates, which show a significant difference between average and top quartile performance, suggesting that improving this area could lead to cost reductions. The cost per call is further dissected into in-house and outsourced costs, providing clarity on where expenses are incurred. The average cost per call stands at $8, with a stark contrast to the top quartile at $2, emphasizing the potential for cost savings.
Additional metrics like utilization, average handling time (AHT), and occupancy rates are presented, showcasing their impact on overall efficiency. For instance, the average AHT is 363 seconds, while the top quartile achieves 211 seconds. This suggests that reducing handling time could enhance performance and reduce costs.
The slide also includes metrics related to call volume and customer service representative (CSR) costs, illustrating how these factors contribute to overall expenditures. The repeat call rate is another critical metric, with averages showing a notable difference between the average and top quartile, indicating areas for improvement.
Overall, this slide serves as a valuable tool for executives looking to understand the intricacies of cost management in customer service operations. It highlights specific areas where performance can be enhanced, ultimately leading to better financial outcomes.
This slide is part of the Guide to Delivering Best-in-Class Customer Care PowerPoint presentation.
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