What does a resolved issue really cost you?
Most centers track cost per contact. The book’s argument: track cost per resolution, because unresolved contacts come back.
Cost per resolution
$16.67
$10.00
Cost per contact
1.67
Contacts per resolution
$14.29
At +10 points
Improving resolution by 10 points is worth about $111.0K a year for your operation.
A contact that does not resolve becomes a second contact. You pay for both. Cost per resolution is the number that makes longer, better calls look exactly as good as they are.
Assumes a self-service cost of $0.75 per contact, from The Right Order chapter 2.