Never underestimate the power of recurring cost savings. Even tiny improvements to contact center operations may seem deceptively small, but will save you big in the long run.
For example, our continuous improvement practice recently recommended a change to a client’s IVR system that will result in an automation rate increase of a fraction of one percent. The higher automation rate will save the client about $4000 a month by reducing transfers to agents. On the scale of operating a large contact center, $4000 in savings sounds like a drop in the bucket.