- Forrester Councils
- Councils Overview
- log in
Posted by Diane Clarkson on September 16, 2011
Several weeks ago, I blogged asking for insight into the contact center costs of login recovery to help inform a project I was working on. Many companies responded — for which I thank you — and I wanted to share some of the insights that were provided.
In the words of one eBusiness executive, “Helping customers resolve login issues is by far the largest call driver to our contact center. The costs are high — probably higher than we fully realize. But we look at it as the cost of doing business.”
Among the companies surveyed, the percentage of login issues among B2C contact center contacts ranged from 3% to 40%. Only one company was on that lower end and, while their 3% may seem small at first glance, their call center receives more than 10 million calls per year so 3% represents a hefty number of contacts. The higher end of 30 to 40% of call center volume related to login was more common. Overall, among the companies who responded to my request for information, the operational cost of login issues ranged from $250,000/year to well over $1,000,000 per year.
These high dollar figures do not have to be the cost of doing business. Instead, eBusiness leaders should:
Thank you once again to those eBusiness leaders who generously provided insight from their organizations. I hope the information they have shared will provoke conversations about the call center cost of login issues and the many ways that these costs can be reduced.