This should be obvious, but it wasn’t for me.
Callsurance has been around for a couple of years now and we have collected a ton of data about callers and call takers (agents). When I was analyzing data with a client I realized that when a agent has a bad day, it can be really expensive to the client. Let me explain.
Let’s say you have five agents answering your phone and they take an average of 40 calls per day each (200 total calls). To quantify this, lets say that they convert half of the callers to customers (20 per day each) and that each customer is worth about $500.00. I know this is a lot of numbers, but I am getting somewhere. At the end of the day, each agent is converting about $10,000 per day. That is the key figure, $10,000 per day.
NOW, let’s say Agent X comes in the office in the morning and just woke up on the wrong side of the bed. Maybe they didn’t get the promotion or raise they wanted. Maybe they are fighting with their spouse. Whatever the reason, they aren’t themselves and they only convert half of normal. HALF. This cost the client $5,000.00 revenue. $5,000.00.
Now here is the interesting thing… The CLIENT NEVER KNEW WHAT HAPPENED!! Agent X comes in the office the following day and everything is back to normal. The Client thinks it was just a slow day. Wow! I have observed this not only on a day-to-day basis but also on AN HOURLY BASIS! Agent X comes back from lunch miffed about something and the whole afternoon is fried.
What do you think the total cost of Bad Days/Bad Hours is to American Business? Billions? Trillions?
Unless every call is monitored, I can’t see any other way to prevent this. If every call is listened to and missed opportunities are followed up on before it is too late, an Agent X having a bad day/bad hour won’t matter.
Of course, that is what Callsurance does and that is why I am telling the story. Think about Agent X, you have one or two or more of them!
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