Understand the ROI: Improving Agent Handling Time

When considering any new contact center solution, it’s important to evaluate the potential return on investment (ROI), as well as specific benefits and features. To build this ROI understanding, we commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study on the financial impact of a system upgrade to support an omnichannel approach. This is the first post in a five-part series that looks at specific benefits of the Omnichannel Engagement Center solution gained by Genesys customers interviewed for the study.

For the companies that participated in the TEI study, the average ROI for deploying the Omnichannel Engagement Center solution was $37.3 million over a five-year analysis. Of this total amount, 40% of the return was produced from a 12.5% improved agent handling time. With the new solution in place, the time handling a call decreased from 480 seconds to 420 seconds per interaction. Over the course of five years, this seemingly small difference resulted in a savings of more than $19 million!

How Was Time Saved?

The Omnichannel Engagement Center improves agent handling time in several key ways that not only increase agent efficiency, but also provide an improved customer experience (CX). In fact, the time-saving benefits start even before the agent begins assisting the customer.

Improved Routing Capabilities

One of the many benefits of the Omnichannel Engagement Center is improved routing capabilities that use managed business rules to route the customer to the right agent. With this more efficient alternative to the standard queue-based routing approach used by most contact centers, the agent with the most appropriate skill set and proficiency can address the customer’s needs. The result is more first call resolutions and far fewer transfers – saving both time and customer frustration.

An Omnichannel Desktop

Another big jump in time savings happens the moment a customer is routed to an agent. With the solution in place, agents gain the advantage of having an omnichannel view of the customer on their desktop workspace. By having the customer’s history at their fingertips, including comprehensive information about past voice and digital interactions, the agent is far better prepared to help the customer.

In 2015, web and mobile self-service interactions exceeded interactions over assisted-service channels. It’s a reality that today’s customers frequently begin their journeys on self-service channels.  With the Omnichannel Engagement Center solution, agents gain access to valuable context about customer engagement that happens through the interactive voice response (IVR) channel, as well as via the website, mobile apps, set-top boxes, and social media channels. With access to this valuable information, agents have the ability to understand where the customer has been and what they want to achieve. The need for customers to start over or repeat issues is eliminated. As well, the next-best actions can be determined to provide more personalized interactions that take into account customer engagement across all self-service and assisted-service channels.

Empowered Agents

The combination of intelligent routing plus a single, unified desktop that enables agents to manage omnichannel customer journeys and interactions can dramatically reduce agent handling time while also delivering the best possible service to customers.

Keep following as we delve deeper into the total benefits of the Omnichannel Engagement Center solution in part two of this five part series.

Want to learn more about the ROI possible from deploying the Genesys Omnichannel Engagement Center solution?

  • Watch the on demand webinar with Forrester VP and Principle Analyst Art Scholler and myself.
  • View video series with Art Schoeller.
  • Read the complete Forrester study: Total Economic Impact of Genesys Omnichannel Engagement Center Solution.