HIGH QUALITY SERVICE AT LESS COST: HOW TO DO IT?
Posted: Wed Jan 22, 2025 10:24 am
Optimization is the act of creating favorable conditions to get the most out of something. What manager doesn't want to optimize their business?
You see, the service area is one of the most optimizable nowadays, because we have technology as our ally and in this way we can do more with less and, of course, maintaining — sometimes even increasing — the quality standard.
Want to know how to offer higher quality service while spending less? Then keep reading!
HOW TO CALCULATE SERVICE COSTS
STAGE 1 – DIAGNOSIS
Before you even think about how to reduce costs, you need to be aware of what costs you have today, how and why they occur, as this will give you a macro view and allow you to more easily identify what can be optimized.
STAGE 2 – EXPENSE LIST
With the diagnosis in hand, it is time to critically analyze it, or, in other words, to make a list of expenses: which resources are being misused, what are the employees' salaries, costs of paid tools (such as thailand whatsapp data software, cloud storage, etc.), infrastructure expenses (water, electricity, internet, telephone operator, etc.), training, etc.
STAGE 3 – RESULTS
With the list of expenses in hand, you must analyze the results you can achieve with these expenses, for example:
How many tickets can each operator handle per day?
What is the first contact resolution rate for a customer?
Being aware of this information is essential to determine whether there is any room for improvement in terms of waiting time and productivity.
STEP 4 – COST PER TICKET
The “Cost per Ticket” is the main indicator you should monitor. Calculating it is very simple, just do the following calculation:
cost per ticket = total cost of service operation in period X / total number of tickets resolved in that period .
STAGE 5 – FINALIZATION
After performing this step-by-step analysis, you will be able to assess whether your operation is going well or poorly and you will also be able to compare your data with that of companies in the same segment as yours. All of this will serve as a basis for you to develop optimization strategies.
You see, the service area is one of the most optimizable nowadays, because we have technology as our ally and in this way we can do more with less and, of course, maintaining — sometimes even increasing — the quality standard.
Want to know how to offer higher quality service while spending less? Then keep reading!
HOW TO CALCULATE SERVICE COSTS
STAGE 1 – DIAGNOSIS
Before you even think about how to reduce costs, you need to be aware of what costs you have today, how and why they occur, as this will give you a macro view and allow you to more easily identify what can be optimized.
STAGE 2 – EXPENSE LIST
With the diagnosis in hand, it is time to critically analyze it, or, in other words, to make a list of expenses: which resources are being misused, what are the employees' salaries, costs of paid tools (such as thailand whatsapp data software, cloud storage, etc.), infrastructure expenses (water, electricity, internet, telephone operator, etc.), training, etc.
STAGE 3 – RESULTS
With the list of expenses in hand, you must analyze the results you can achieve with these expenses, for example:
How many tickets can each operator handle per day?
What is the first contact resolution rate for a customer?
Being aware of this information is essential to determine whether there is any room for improvement in terms of waiting time and productivity.
STEP 4 – COST PER TICKET
The “Cost per Ticket” is the main indicator you should monitor. Calculating it is very simple, just do the following calculation:
cost per ticket = total cost of service operation in period X / total number of tickets resolved in that period .
STAGE 5 – FINALIZATION
After performing this step-by-step analysis, you will be able to assess whether your operation is going well or poorly and you will also be able to compare your data with that of companies in the same segment as yours. All of this will serve as a basis for you to develop optimization strategies.