When agents don’t have easy access to the information they need, contact center efficiency can be affected significantly. Escalation increase, first call resolution rates drop, and average handling time rises. Aberdeen found that 100% of top-performing companies use a CRM that makes relevant knowledgebase articles available directly from the agent desktop. And that improved delivery of knowledge, according to Gartner, can reduce response time by as much as 80%.

A smart CRM with an integrated knowledgebase allows agents to find the right answer the first time, without spending time consulting with coworkers or supervisors. How much time could your contact center save with the right technology?

To learn more about Astute’s CRM and how it can help you increase agent efficiency, request a demo of our software.

Number of phone calls into your contact center per year
Average handling time (in seconds)
First call resolution rate
Percentage of calls escalated
Time (in seconds) added by escalation
Average hourly wage (fully loaded) for supervisors
Average hourly wage (fully loaded) for agents
Calculate
Results
With a smart CRM, your contact center could save a total of
seconds
per call.
That’s a reduction in labor costs of
per year, including:
  • Shorter Handling Time: A 33% decrease in your average handling time could save you hours per year, or $.
  • Fewer Call Escalations: A 49% reduction in call escalations could save you hours per year, or $.
  • Improved First Call Resolution Rate: A 5% increase in your first call resolution rate could save you hours per year, or $.
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