£338,388.56
£338,388.56 per year
That’s the amount each person working in the contact centre contributed in additional revenue to their company, an Operations Director recently told me. His calculation was carefully worked out to only capture revenue that would not have been gained if customers weren’t in dialogue with the contact centre.
And this wasn’t a highly incentivised sales-focused operation; the primary function of the centre was to help its customers and deliver great service. Debates rage in so many organisations about the value – or otherwise – of the contact centre, but a calculated ‘price tag’ figure really helps to focus discussions!
Has anyone else managed to make a similar calculation?
