Shifting the Cost of Service

Common Support Options

Many companies offer a combination of the following resources.• Issue avoidance• Product/software update• Self-Help• Social Media• Community Forum• Chat• Email• Phone• Video Conference• In-Person• Field Service / Engineering Engagement / Concession

Shift Left ModelThe shift left model helps you analyze the cost of having an interaction at each support type and determine which contact reasons to “shift left.”

Self Help (Online Banking)

Self Help

(ATM)

Remote Support

(Contact Center)

On Site Retail Support

(Live Teller)

On Site Retail Support

(Retail Banker)

Types of Transactions:• Cash Withdrawal• Resolve a billing charge question

• Approve a Car Loan

Determining Value

It is important that you think about the value of an interaction, not just the cost.

• Impact on retention

• Impact on CSAT/NPS

• Opportunity for upsell

• Potential PR cost

• Impact on Success Rate

Conclusion

• Prerequisite: You must be able to clearly define contact drivers, and consistently measure success and utilization for each support channel.

• Can you shift the highest-volume issues left without sacrificing quality?

• Can you identify use cases where the cost of failure is so high that high-touch channels are appropriate?

• Can you identify situations where coordination of multiple channels can improve outcomes?

Shift Left Worksheet

Lowest Cost Channel

Highest Cost Channel

Use Case / Call Driver

Volume

Likelihood of Success

Cost of (or Benefit from) Success

Cost of Failure

It is important that you think about the value of an interaction, not just the cost.• Impact on retention• Impact on CSAT/NPS• Opportunity for upsell• Potential PR cost• Impact on Success Rate

Questions to ask yourself:1. Can you shift the highest-volume issues left without sacrificing

quality?2. Can you identify use cases where the cost of failure is so high that

high-touch channels are appropriate?3. Can you identify situations where coordination of multiple

channels can improve outcomes?

Discussion Questions

What are your least and most expensive channels?

What are your highest volume issues and which channels do they go through?

What’s an example of a contact type that you have or thought of shifting left?

What’s an example of one something you shifted left that was not as successful?