How Much Is One Hour of a Contact Center Employee’s Time Worth?

It’s 10 a.m. on a Monday morning in November and you could say my contact center has “a case of the Mondays”. While I have limited resources to start with, 20% of the Customer Service Reps (CSRs) have called in sick. Which customer call should I take (or make)?

  • The card activation call?
  • The customer service call?
  • The fully automated text to speech collections call?
  • The delinquency call for a customer who owes $300?
  • The fraud alert call?

The truth is, there is no right answer. The value of a full-time employee hour depends upon static things like job performance as well as the line of business she/he works for. However, there are a lot of variables to factor, too, like the time of year, day of the week, time of day, when inbound calls might peak at mid-morning, and outbound contact rates peak at dinner time.

The question above is a good example of the reality in calculating a contact center employee’s worth. If I was to answer this question and only had one resource for one hour, I would have to consider not just business priorities but also the static and variable factors that come with a contact center. In the scenario where it is just before Christmas and I need to protect my customer’s ability to spend, I would prioritize customer service or revenue protection activities, such as card activations, to make sure I am getting my customers out spending for the holiday season, instead of listening to hold music while they wait to speak to someone in my contact center.

What about fully automated solutions that make robo-calls? These fully automated outbound contacts can drive customer calls into the contact center so these can impact on contact center call volumes. The value of that hour changes hourly but, being able to dynamically do the math and intelligently route work to the highest value channel and function requires sophisticated integrated analytical solutions that can operationalize the intelligence gathered, and allow users to easily switch roles to intelligently manage the highest value calls.

Enterprises that deploy intelligent automation which can direct inbound and outbound interactions, and balance value and cost through the most effective channel, will triumph over their shortcomings, win the race of improving customer experiences while saving money. Not bad for 10 a.m. on a Monday morning in November!