Yet despite the vast array of metrics found in every contact centre, very few Customer Service Directors are able to articulate how much avoidable contact their teams receive every day, and how much it’s costing them to handle.

Service waste - handling unnecessary contacts and carrying out process steps that add no value to the customer outcome - is a key driver of poor CX and inflated costs, but typically goes unnoticed and unmeasured.

Being able to identify, quantify and then take action to eliminate the root causes of service waste is critical - and is at the heart of our Effective Service approach.

It’s a way of working that’s been adopted by organisations like Aviva, Allianz, Ageas and Hyperoptic. They have learned that, by tackling service waste and designing processes to be effective, not just efficient, they can reduce costs AND provide a much better customer experience.

These companies all have metrics to help them understand:

• who is contacting them

• why those contacts are made

• how much avoidable contact they are handling

• how many repeat contacts they receive

• how effectively those contacts are handled

Would you like to know how much Service Waste is costing you?

Take our Effective Service scan and let us show you how to gain rapid insight from a detailed analysis of customer contacts

• Quick and easy to sign up

• Low cost, low risk project

• Can be carried out on-site or remotely

• Typically takes less than a week