Complete guide to reducing service costs

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In this content, you will see:

How to calculate the cost of care?
How to reduce service costs?
Offer self-service
Knowledge Base
FAQ
Chatbot
Diversify service channels
Integrate service channels
Invest in automation
Build a team of excellence
Record customer service history and information
Monitor service
Empower your customer
Choose systems with payment in Reais
How to implement a cost reduction plan?
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Every manager wants to achieve increasingly better results at the lowest possible cost . This is no different when it comes to customer service operations . However, this should never mean a loss of quality. A good cost reduction strategy in customer service should seek to optimize this area without compromising the customer experience .

That's because offering good customer service is essential to the success of your business. According to a survey by Microsoft , 96% of consumers consider this to be one of the most important factors when it comes to staying loyal to a company. Furthermore, 56% say they have given up on doing business because of poor customer service.

So how can you cut costs without compromising this vital operation?

First, it is important not to seek indiscriminate cost reduction, because any savings from this type of action could result in losses for the business in the future. The goal should be to optimize operations, doing more and better with the same resources and eliminating only unnecessary expenses.

This is possible by improving processes, training the customer service team and using the right tools to increase the organization and productivity of this area.
To learn in detail how to do this in practice, continue reading!

How to calculate the cost of care?
Before thinking about ways to reduce service expenses, it is important to know how to calculate these costs. This is an essential step, as it allows the manager to have a global view of all current expenses and to identify existing bottlenecks more quickly.

Without this diagnosis, it is difficult to create a cost reduction plan that does not affect the routine of the operation and the quality of the service provided. Only with all costs mapped is it possible to check whether there are any resources being misused, such as software that the team no longer uses or that could be replaced by a more cost-effective solution.

To do this, you must list all direct and indirect expenses related to your service operation. These include:

Staff salary;
Monthly fee for tools used;
Infrastructure expenses;
Training costs.
If you need help with this process, we have prepared a Free Customer Service Expenses and Return on Investment Worksheet .

After that, it is important to diagnose the results of your current operation. What is the average time spent to resolve a call ? How many tickets can each agent handle per day? What is the first contact resolution rate?

Knowing the answers to these questions is essential to assess whether there is room for improvement in the area, such as reducing waiting and service times and improving productivity.

An interesting indicator to monitor is the cost per ticket . To do this, you must perform the calculation below: