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Manual intervention?


EricTheRed
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I outsourced a database of customers for a bank and the annual cost was £5m per annum and included all transactions. This database was used by Marketing, customer service, debt recovery and covered all the customer base of 10 million customers (24 million accounts) over a variety of clients. On this basis alone the cost of the database amounts to less than 50p per customer. As for manual intervention on accounts then any calls made to customers chasing missing payments are made on a dialler programme which is another automated process in a cycle. It only has to be programmed once and after the phone call the fields are automatically updated. The cost therefore of a typical 5 minute call from a call centre operator on £7 per hour would be minimal.

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  • 12 years later...

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