How to move your Contact Centre from a Cost Centre to a Profit Centre, with Salesforce

Jan 25, 2024

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Are you tired of your contact centre being viewed as a cost centre? It’s time to change that mindset and transform your contact centre into a profit centre. And you won’t be doing that alone:

54% of service professionals say
management views customer service
as a revenue generator, rather than a
business cost.

State of Service – Report 5th Ed.

How to move your Contact Centre from a Cost Centre to a Profit Centre with Salesforce

By redesigning your department from a cost to a profit centre, you can drive revenue growth. And improve customer satisfaction and retention at the same time. Here are practical tips on how to achieve that transformation.

1. Focus on customer experience

According to a recent Salesforce report, 48% of customers have switched brands for better customer service. 94% say good customer service makes them more likely to make another purchase.

2. Embrace technology

The right technology can help you streamline your contact centre operations and improve customer experience.

For instance, using chatbots, artificial intelligence, and predictive analytics can help you anticipate customer needs and provide personalised recommendations.

Implementing a contact centre or CRM like Salesforce Service Cloud, can help you consolidate customer data. It provides a 360-degree view of your customers’ interactions with your company. We can show you how to leverage its amazing features.

3. Offer self-service options

How to move a call centre from a cost centre into a profit centre : self service is the new normal.

Empowering your customers to self-serve can help you reduce costs and free up your agents to focus on high-value interactions.

Implementing a self-service portal or chatbot can help you achieve this.

Ensure that the self-service options are easy to use and provide value to your customers.

Consider offering incentives such as discounts or loyalty points to encourage your customers to use the self-service options.

4. Implement performance metrics

To track the success of your transformation, you must implement performance metrics that align with your business goals.

These metrics should include revenue generated, customer satisfaction scores, and agent performance metrics.

By tracking these metrics, you can identify areas for improvement and make data-driven decisions to optimise your contact centre’s performance.

How to move your Contact Centre from a Cost Centre to a Profit Centre - with dashboards with real time performance on service KPI

5. Invest in your call center agents

Salesforce to improve Customer Service

Your agents are the face of your contact centre and play a crucial role in driving revenue growth.

Investing in their training and development can help them improve their sales and customer service skills.

Consider providing ongoing coaching, mentoring and career planning. Further, gamification as well as incentives can motivate your agents to deliver exceptional customer service and drive revenue growth. All of this can be managed with Service Cloud, with a bespoke configuration.

We could help you configure personalised training plan for your agents that leverage free Salesforce resources. And be at par with the best-of-breed in the industry when it comes to sales training.

So, transforming your contact centre from a cost centre to a profit centre is achievable.

You need to focus on customer experience, implementing performance metrics, embracing technology, offering self-service options, and investing in your agents. By taking these steps, you can not only drive revenue growth but also improve customer satisfaction and retention. As a result, your contact centre becomes a valuable asset to your business.

6. Get a Salesforce service cloud consulting partner like CloudAnalysts

But doing it on your own as a company, is not as easy as it seems. That’s where we come in.

Transforming your contact centre into a profit centre requires more then a deep understanding of your business. It also needs a strategic approach, an understanding of your customers, plus technical knowhow of the art-of-the possible. Engaging a Salesforce Service Cloud Consultancy like CloudAnalysts can help you achieve this. We can provide you with expert guidance on how to optimise your contact centre operations. We’ll help you streamline processes, and implement the right technology to achieve your business goals.

Is service cloud worth the price?

Yes indeed, according to a recent Forrester study. It found that organisations using Salesforce Service Cloud have achieved a 475% ROI over 3 years. It also noted a payback period of fewer than 6 months.

We at CloudAnalysts have transformed client’s contact centres in less time than that. Help clients gain real-time performance insights of its contact centre’s operations. This enabled them to swiftly manage and optimise its performance. For one of them, this helped the client curb its customer dissatisfaction. It now has a consistent 5 star customer rating for its call centre performance.

Read a service cloud success story

CloudAnalysts specialise in customer communication. As a Salesforce Service Cloud consultancy, we helping businesses like yours transform their contact centres from cost centres to profit centres.

We offer a range of services, including business process analysis, solution design and technical Salesforce implementation, training, and ongoing support. Our team of certified Salesforce experts can help you:

  • Identify areas for improvement,
  • Develop a roadmap for success, and
  • Implement the right solutions to achieve your business objectives.

Our approach is tailored to your specific needs and business goals. We ensure that you achieve maximum ROI from your investment in Salesforce Service Cloud. We work closely with you to understand your unique challenges, pain points, and opportunities. Based on that, we develop a solution that meets your needs and exceeds your expectations.

Interested to learn more?

Interested to learn more?

We would be very happy to help you.

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