March 24, 2022 - NobelBiz

How to Evaluate your contact center solution Income? If you know how to use your metrics, you can easily identify your strengths and weaknesses to improve. Here are some data and metrics to consider when estimating your revenue: - Lifetime Client Value: That is to say, calculate the average length of time your customers remain loyal to you. This will allow you to estimate the revenue generated. - Customer Retention Rate: This figure reflects the number of customers you have been able to retain in all your campaigns. To calculate it, you deduct the number of lost customers from the number of converted customers. You can then estimate the revenue they will generate. - Upsell Revenues: Generated by your existing clients who opt for several of your offers or services. For example, if your agent has an Omnichannel software that allows him to know a customer’s preferences, he will be able to showcase relevant offers, according to his profile. Using these three metrics, you will know how each of your loyal customers contributes to your annual recurring revenue compared to your new customers. However, we mentioned earlier that the call center market is more dynamic than ever. Therefore, if you want to forecast your revenues, you can consider changes in productivity and product or service, as well as agents’ turnover. In addition, keep in mind that KPIs play a critical role in your call center technology. Which means that your Interactive Voice Response – IVR containment, query processing and resolution rates in clients’ interaction are all necessary metrics to analyze your revenues. Once you have identified all these elements, you will be able to deduct the ROI for your contact center solutions.

Day: March 24, 2022

How to Measure the Return On Investment (ROI) of Your Contact Center Solution?