One of the lesser-seen benefits of creating a community is the option to reduce the cost per call by improving agent handling time. This is the ability of customer service agents to handle incoming calls and emails more efficiently, thus reducing the overall cost per call by increasing call volume. This can be achieved by improving agent productivity, i.e. improving the average handling time through superior product or customer knowledge.
Agent productivity is defined here by the average time spent handling time on calls. If, on average, an agent spends 300 seconds (5 minutes) on a call, we can assume they could take around 70 to 80 calls per day.
However, if, through superior knowledge and product information provided by the community, this time could be reduced to 4 minutes, they could take 95 to 105 calls per day.
A community can increase agent handling time by providing better quality information to the agent (e.g. unearthing new issues and finding solutions faster or better than existing material available).
To measure the agent handling time improvement, you need:
- Average handling time of agents ‘not exposed’ to the community.
- Average handling time of agents ‘exposed’ to the community.
- Cost per call via current methods.
- Total number of calls received per year.
Community ROI Template
You can add these values into this spreadsheet or follow the process below.
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