CRMAdvocate
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Advocate for the customer experience, contact centers, and CRM
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Do you know how to calculate your Contact Center’s ROI?
Posted by Richard Shapiro on June 6, 2012
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Too many contact centers are considered ‘Cost Centers’ and the majority of senior executives don’t understand the value of these departments that serve their customers. Every department has a value; managers of contact centers need to be able to document and demonstrate their worth.
What are the four primary components of an ROI formula to consider?
One of the primary components to analyze when determining the ROI of a contact center is how the interaction affected the customer’s future purchases. There are basically four possibilities:
1. The call INCREASES customer loyalty and/or sales
In this scenario, the customer might purchase more of a particular product because they learned something new during the interaction or because the representative with whom they communicated built a stronger relationship that resulted in the customer purchasing more from your company than your competitors. (This has a positive impact on ROI)
Read the entire Richard Shapiro article
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