How much do multiple call-backs cost you?
The following calculator can be used to calculate the potential cost of multiple call-backs in your organisation and also help provide an estimate of one of the potential savings that can be achieved by implementing a customer experience measurement programme.
These savings are particularly relevant in situation involving complex and diverse resolution processes such as local government service requests and financial services complaints handling.
Step 1: Enter your data
Step 2: Calculate the excess call handling costs
Research also shows a significant drop in customer satisfaction and advocacy each time a customer needs to call back.
What you could gain
Internal methods of measuring “First Contact Resolution” (FCR) can fail to identify when a customer’s issue is not completely resolved,
or how often they need to call back before final action is taken.
By closing the loop with customers
after their requests have been actioned, organisations can identify incidents of poor performance and
identify failures in processes that contribute to customer expectations not being met
and multiple call-backs being needed.
Step 3: Reduce the need for customers to make multiple
The following calculator considers the potential benefits from
reducing the need for customer call-backs by closing the loop
with customer to ensure their requests and issues have been
This is an indication of what your company stands to gain by
reducing the need for multiple call-backs.
Step 4: Consider other direct benefits from reducing the need for multiple customer
- Improved contact centre capacity
- Improved customer satisfaction
- Increase in sales to existing customers through improved customer loyalty
- Increase in sales to new customer through improved advocacy and referrals
For more information about improving customer satisfaction and reducing the costs from poor service, please take a look at our collection of case studies and working papers.