Points to note when reducing CPC
There is a tendency to push for cost reduction when reducing CPC. However, reducing labor costs or forcing teleworking may lead to operators leaving the company. Consider measures to lower CPC with the aim of creating an list to data environment that is easy for operators to work in. Ideally, CPC should be reduced by improving work efficiency. It is important to reduce the overload on operators and create an environment where they can provide high-quality telephone service without stress.
We recommend introducing tools to reduce CPC by streamlining call center operations. Introduce tools that will extract what are different types of email communication tasks that waste time on-site and solve the issues. KDDI Message Cast’s SMS delivery service is an effective tool for shortening post-processing time. Post-processing can be easily completed by sending FAQs and links to materials. Another benefit is that messages are delivered quickly, which increases customer satisfaction.
summary
CPC is a KPI that comprehensively evaluates the cost-effectiveness of a call center. It is important to implement measures to reduce CPC because it leads to cost reduction, but setting excessive targets increases the burden phone database on operators and runs the risk of failure.
CPC can be reduced by using tools. Consider introducing tools suited to your site.