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Rapport – Helping Reduce the Cost to Serve

Sabio Insight
Rapport – Helping Reduce the Cost to Serve

Repeat calls represent the single biggest preventable overhead for operational call centres, but these can be difficult to identify and measure accurately. Similarly, they represent a significant cost saving opportunity as they can typically account for 20% of all incoming calls. Shaving just 3 points off repeat calls in a 400-agent call centre can lead to typical annual savings of £300,000.

Key Rapport highlights for Reducing the Cost to Serve include:
  • Quantifying the scale of repeat calls with advanced repeat call behaviour tools
  • Identifying the specific repeat calls that are causing most pain
  • Simple deployment, with no IT integration means actionable insights are available within days

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