Contact Centers: Keep the Hub Humming

Indirect:

• Improve forecasting and inventory management systems and processes to increase sales, improve customer service and reduce operational expenses. At the heart of high call-to-order ratios often lie opportunities in forecasting and inventory management. In a study we did for a multi-title apparel company, we found that depending on title, the back-order rate average for the year was 15 percent to 28 percent. Total cancellations were 5 percent, and “shadow demand” not booked as orders was an additional 8 percent. Ten percent of the center’s calls were for inventory availability before the customer would give a name, address or source code. Another 20 percent of the calls were to ask about the status of backorders.