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Decision Trees

Updated On: Jan 16, 2024

Reduce Contact Center Operational Costs With Decison Trees

Reading-Time 7 Min

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Contact center operational costs are a constant evaluation of performance. While the job at a contact center ultimately revolves around providing resolutions, increasing call handling time potentially increases operational costs. Decreasing average handle time takes much effort while at the same time trying to maintain quality and consistency.

Decision trees for call centers help decrease this problem most efficiently and conveniently. Interactive decision trees for call centers aid in call or chat for the agents working at the contact or call center; they also act as a self-service source for customers.

Before getting into how decision trees help reduce contact center operational costs, let us look at common issues faced at the contact center.

What is Contact Center Operational Cost?

Call center or Contact center operational costs may be defined as the total cost, including salaries, bills, agent training, software subscriptions, recruitment, & even salaries being used in operating a call center.

Top 4 challenges contact centers face are

Contact centers that operate for customer service see a considerable chunk of problems day in and day out. There will always be problems to solve. Still, you must look at the internal functioning that can significantly influence customer service to solve them.

1. Ineffective call deflection channels

One of the main reasons customers contact a call center is when they cannot solve a query or issue for themselves. When there is no adequately established self-service platform for customers to solve their problems, it creates a need to call the contact center.

Another challenge could be that the information put up on self-service portals is not relevant or enough information is not available. Sometimes words used for communication might confuse the customers. All these lead to increased calls or contact with the customer service team at contact centers.

2. Accuracy and updating of information

When call centers do not have updated information, it might cause the customers to call again to confirm the correct information. No updates waste the customers’ time and your agent’s time and increases your support costs with zero productivity.

Updating information in so many files across different levels and places is challenging. This is extremely important and comes with the price of maintaining extra personnel for this or engaging agents when they could be involved in solving a customer’s query.

3. High call traffic

Your duty as a contact center service for customer care is to solve all customers’ problems to the best of your ability. Sometimes you can predict high call traffic, and sometimes you cannot. So, if there is no proper method to manage traffic, the call center operational costs will increase.

Engaging in ways to solve customers’ problems could be a significant challenge. Looking for ways to decrease handling time to cater to all customers also becomes a problem. Longer waiting time agitates customers and does nothing to help reduce support costs.

4. No single information source

Having all information on the agent’s system is excellent. If the information is scattered across files and in different formats, it increases call time. Having many sources or platforms to work on makes things time taking.

Every second counts at a call center, and time is money. Increased time while having all information necessary is a significant problem.  A few seconds on a call might not seem important when we look at a  single call, but it is much time wasted when observed as a whole.

How Decision Trees Can Help Reduce Contact Center Operational Costs?

Decision trees at call centers help decrease the number of challenges faced straightforwardly with fewer complications. 

1. Aids in call deflection

Decision trees for self-service help in the deflection of calls to reduce operational costs.  Decision trees help create a single information repository for all information sources. With its easy-to-use interface, it transparently presents accurate information on self-service portals.

A decision tree backed up by a knowledge base management that is the same across organizational levels helps to easily update information and provides the correct information for less complex problems. These less complicated issues that customers can solve alone would reduce calls, directly reducing support and overall contact center costs.

2. Reduces handling time

If the customer has a problem that cannot be solved through self-service portals and needs the attention of an agent, then your challenge is to solve the customer’s query in the least amount of time possible.

When integrated with your CRM, decision trees for call center agents decrease the average handle time and increase first call resolution. This is so because, with decision tree software, it is easy to create solutions that provide solutions within seven steps. 

3. Interactive information source

Decision trees for customer support are not plain old boring software with loads of information. The decision tree software has information supported in different files, from visual how-to device guides to articles to notes on the side.

It has easy ways to input information received, store information, and give out information in the easiest way. Decision tree features decrease unnecessary toggling between screens to look for information on different screens. Decisions trees help organize all related information on one screen for the agent to view.

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4. Single organized flow of information

Decision trees for call centers help maintain all files with relevant information on the platform, no matter the format. Decision tree software that is backed by a knowledge base for customer service helps maintain and update all information.

How do decision trees having a single information source save your time? The software helps you update the same information across the organization. There is no need to do it from every branch. Just updating once is enough, reflecting everywhere the document is present. This helps cut support costs specifically assigned to updating information and maintaining accuracy.

Conclusion

Decision trees for contact centers or call centers are the best solution to help reduce contact center operational costs while maintaining the quality and integrity of customer service. Decision trees for customer service aid customers in finding their answers. Self-service leads to a certain level of independence for customers to not depend on contact center agents.

Contact center agents are also empowered when using decision trees to solve problems. Decision trees create a faster customer service environment, ultimately leading to satisfied customer service, empowered agents, reduced support costs, and growth in the right direction. 

Nitin Saxena

Sr. Vice President

Nitin has 25 years of experience working at companies like HP and Mphasis. For more than 14 years, he has been a key figure at KocharTech (Knowmax's parent company), skillfully navigating operations, training, and quality management responsibilities across international and domestic sectors. Currently, he oversees Business Operations at Maxicus.

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