RadMedia Resources
Automation often begins with optimism: message templates go live, triggers are set, and on paper, the metrics show early success eg: reduced call volumes, more digital touchpoints. But surface-level indicators can mask deeper issues if the full customer journey isn’t accounted for.
A question that often comes up when we chat to operations teams is: Is it possible to reduce call centre costs while actually improving customer experience? The good news – and the central premise of this playbook – is yes. By leveraging smart automation and “instant app” self-service, leading ops teams are proving that cost and experience are not a zero-sum trade-off.
For many operations leaders, reducing call centre costs feels like a long game. The assumption is that meaningful results only come after major system changes, full-scale automation projects, or months of integration work. But that isn’t always true. With the right tweaks, teams can reduce inbound volume, speed up resolution, and lower call handling costs - without waiting on IT or launching a massive new platform.
For many teams, the real issue isn’t whether call centres can deliver, but that they’re being asked to carry the load for tasks that should never have required a phone call in the first place.
Ask most operations or CX teams if they’ve automated their customer communication, and the answer is usually yes. But when you examine the outcomes, something often doesn’t add up.
