When the stakes are as high as they are in customer support, every second and every dollar counts. That’s why the inability to track omnichannel interactions and ticket escalations is more than just a data issue — it’s a systemic support operations issue.
Workforce managers, agents, and customers all suffer from outdated, fragmented data systems. Without a clear view of how each case is handled, workforce managers are making staffing decisions in the dark. Agents are wasting time on unnecessary transfers and escalations. Customers are facing long wait times and having to repeat themselves.
This pileup of operational delays results in wasteful spending and operational pain points that ripple throughout the entire support operation.
The old way of tracking cases is gonna (continue to) cost you
Without the ability to break down case work into the transfers, escalations, pauses, re-opens, and resolutions that make up a single customer interaction, small costs snowball into excessive overspending. Here are some of the ways your team might be losing money:
- Increased handling time drives up labor costs: When customer interactions aren't tracked across channels, support agents often have to gather context repeatedly. This leads to longer handling times and increased labor costs. Each transfer or escalation adds to the time spent on a ticket, which can significantly drive up costs.
- Escalations run up a tab: Escalations are expensive because they require the involvement of more experienced (and thus higher-paid) support agents. The cost of escalations includes both the direct cost of higher-level support and the opportunity cost of not resolving issues promptly, which can lead to customer churn. Complex issues that aren’t resolved at the first level often require intervention from multiple tiers of support, each adding to the overall cost.
- Overstaffing leads to wasteful spending: The inability to predict the volume and complexity of incoming support tickets leads to overstaffing or understaffing. This misalignment leads to wasted resources and increased overtime costs. Accurate forecasting and staffing are crucial for maintaining efficiency and controlling labor costs.
- Agent productivity declines: When support agents spend excessive time transferring cases or seeking information across multiple systems, their productivity decreases. Inefficient processes not only frustrate agents but also reduce the overall number of cases they can handle effectively.
- Churn goes up, CSAT goes down: Customers expect quick and efficient resolutions. Long wait times and repeated interactions without resolution lead to dissatisfaction, which can drive customers to competitors. High churn rates directly impact revenue and increase the cost of acquiring new customers.
Reduce wasteful spending with a new way to track cases
By getting an accurate breakdown of case work, you can make more informed decisions and ultimately reduce wasteful spending. Here’s how Assembled’s Case Lifecycle data model can help:
1. Better data leads to more accurate staffing decisions
- No more overstaffing costs: Accurately forecasting the number of support tickets and their complexity allows you to allocate the right number of in-house and BPO agents to meet SLAs. This precision avoids overstaffing, ensuring you’re not paying for idle hands. With Case Lifecycle, you’re no longer guessing — you’re knowing.
- Reduced overtime costs: Better forecasting minimizes the need for costly overtime. By understanding the true nature of your case workload, you can schedule your team more effectively, keeping labor costs in check without sacrificing service quality.
- Data-driven AI deployment: With deeper insights, you can make smarter decisions about when to deploy AI and make strategic business tradeoffs, such as balancing CSAT and SLA. Knowing the intricacies of each case helps you optimize AI use, enhancing efficiency while controlling costs.
2. Smarter staffing decisions improve agent productivity
- Better use of time: Identifying and eliminating unnecessary transfers and escalations allows agents to focus on what they do best — resolving tickets. This boost in productivity, combined with better forecasting and real-time management, translates into significant cost savings. Every minute your agents spend solving problems instead of shuffling tickets adds to your bottom line.
- Training opportunities: Case Lifecycle tracking highlights areas where agents need additional training, leading to quicker resolutions and more effective support. Investing in targeted training means your team spends less time on recurring issues and more time providing excellent customer service.
3. More effective agents result in more satisfied customers
- Faster issue resolution: Reducing the number of transfers and escalations leads to faster ticket resolutions. Quick resolutions not only enhance CSAT but also foster greater customer loyalty. Satisfied customers are more likely to return and less likely to require follow-up support, reducing the overall cost per customer interaction.
4. Streamlined operations unlock future-ready solutions
- Opportunities for automation: Understanding the lifecycle of your case work and identifying queue bottlenecks allows you to pinpoint repetitive tasks ripe for automation. This isn’t just about cutting costs; it’s about freeing up your team to focus on complex issues that truly require human intervention.
- Capacity planning for virtual agents: The workforce is changing. Our vision for the future includes not just human agents but also virtual ones. By using Case Lifecycle insights, teams may eventually plan capacity for virtual agents too, ensuring a seamless and efficient operation that blends the best of both worlds.
Let data be your guide
Effective workforce management data practices are the backbone of world-class customer support. By adopting Assembled’s Case Lifecycle data model, your team can make informed decisions and anticipate needs before they become issues. In turn, this proactive approach fosters a more responsive and agile support operation, ensuring your customers always receive the best service possible.
