Some of the biggest challenges faced by contact centers include exorbitant operating and capital technology expenditures; a demanding labor force with costly recruiting, training and recognition programs; lackluster customer satisfaction (CSAT), customer dissatisfaction (DSAT), and net promoter scores (NPS); as well as service level challenges meeting first call resolution (FCR), average speed of answer (ASA), and average handle time (AHT) goals.
Fenero, the awardwinning team behind PodOne, has spent the last decade in the contact center industry working on solving some of its technical challenges while lowering costs, with a high degree of success. With PodOne, they are embarking on a journey to address the labor issues of the industry by creating a decentralized platform for training, resource sharing, and automatic payment distribution.
The PodOne network solves two significant labor force problems affecting contact centers today. The first problem is the issue of excess capacity in the form of agent idle time. According to Aberdeen, agents spend approximately 25% of their time in an idle state. In a standard 8hour shift, this results in a loss of 2 hours per work day or 10 hours per 5day work week simply due to idle time. With an agent pay rate of $10.50 per hour, at a 100agent contact center this results in approximately $546,000 lost to idle time per year.
The second problem solved by the PodOne network is the problem of variable staffing. According to emarketer.com, US retail ecommerce sales increased by 17.8% during the 2016 holiday shopping season. An increase in sales typically means an increase in call volumes at contact centers as customers reach support for various purchase related issues. This leaves contact centers with the challenge of efficiently hiring and scheduling for busy seasons, while minimizing abandonment rates.
PodOne is a decentralized contact center network that connects businesses and individuals together. Through PodOne, businesses can take advantage of human resources leased to it from throughout the network in order to acquire the personnel necessary to handle customer interactions.
While today’s enterprise software users benefit from the economies of scale in the cloud through the use of shared technical resources, tomorrow’s enterprise software users will benefit from the use of shared human resources, decentralization of the cloud, security of the blockchain and reliable financial transactions backed by cryptocurrency.