If you could cut the response time that it takes to handle a customer’s call by 10%. Would you do it?
What would that be worth to you?
What sacrifices to efficiency would you have to make to achieve that?
What about 20%? 30%? 50%?
At what point does the diminishing return you’re seeing, going from 5 minutes to 2 minutes to 30 seconds, to 10 seconds, make to your bottom line?
But more importantly, what does it do to your customer satisfaction and how many corners do you need to cut to make it happen?