Hi all,
At our contact centre we have a high percentage of internal and external call transfers - (transfered out and extension out to obtain information). How can I calculate the cost saving by reducing the number of calls out. I have the total exension out figure (this can be calls transfered and calls out to obtain information) - i also have the average extension out time.
Any help would be great!
My advice would be to take the simple approach. Transfers take time and time can be costed, both in terms of call costs to the provider and agent costs because they are employed on the transfer call. Do some work to establish the time taken in each case then calculate the call costs and salary involved. I'd really emphasise the simple approach. At the end of the day you should be able to say "If we reduce the transfers by (x) then that means we will be able to take (y) more calls which will improve our service level to (z%)" or "If we reduce the transfers by (x) then that means we will be able to reduce our staffing needs to (?)".
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