Cut the waste. Keep the value.
You understand why customers call — Contact Reasons handles that. But knowing isn't enough. You need to turn those insights into measurable savings. That's what this is.
Contact Reasons tells you what's happening. We tell you what it costs.
Every contact reason gets a cost breakdown. Every waste source gets a price tag. Every improvement gets measured in dollars saved. This is where understanding becomes optimization.
Not all cost is waste. We show you which is.
Waste = unnecessary transfers + unresolved contacts + repeat calls. We calculate each component separately so you know exactly where to cut.
How are we handling it? What's the outcome?
13 KPIs tracked with targets and cost-of-gap. AHT, resolution rate, transfer rate, FCR, CSAT, wait time, cost per contact, waste rate, repeat rate — each one measured and priced.
When a KPI misses its target, you see what it costs. Not "AHT is up" — "AHT being 42s above target costs $14K/month."
Every waste source, quantified
Root cause × cost = priority. Fix the most expensive problems first. Track the savings in real time.
| Root Cause | Avg AHT | Cost/Year | Transfer % |
|---|---|---|---|
Billing disputeSystem error in invoice | 14.2 min | 2 340 000 kr2.3M kr | 34% |
Service cancellationCompetitor offer accepted | 11.8 min | 1 890 000 kr1.9M kr | 12% |
Technical supportRouter firmware outdated | 18.5 min | 1 650 000 kr1.6M kr | 45% |
Account changeSelf-service flow broken | 8.3 min | 980 000 kr980k kr | 8% |
Delivery complaintLogistics partner delay | 9.1 min | 720 000 kr720k kr | 22% |
Payment failureCard expiry not notified | 6.4 min | 540 000 kr540k kr | 5% |
Every dollar accounted for.
Contact Reasons tells you what's happening. We tell you what it costs — and prove what you saved.
Average waste identified
Annual savings potential
Average integration window
