Dear Executives: If Your Contact Center Feels Like a Cost Sink, Read This

Want to increase your contact center cost savings and turn your customer insights into a revenue generator? Start with fixing what’s broken. 

You’re spending millions to talk to customers.

And getting pennies back in return.

Let’s be honest: The contact center isn’t exactly known for ROI.

Executives want outcomes. Clear levers to pull. Instant visibility into what’s working, what’s not, and what needs to change. But teams aren’t getting the insight to drive those outcomes.
Instead, they’re getting delayed and incomplete data. Reports that tell them something went wrong, but not how, when, or why. Or what to do about it. 

The Math Isn’t Mathing

Let’s break it down.

Handling customer interactions costs, on average, $2.70 to $5.60 per call.

The typical contact center fields about 4,400 calls per month.

That adds up to hundreds of thousands of dollars each year just to talk to your customers.

But here’s the kicker: you’re likely still relying on surveys (which fewer people are completing), manual QA reviews, and reactive reporting to understand what’s driving volume. You’re only getting a tiny fraction of value in return. 

The cost is clear. 

But the ability to drive meaningful change: improve the journey, boost efficiency, and move key metrics? That’s where you’re falling short. 

What’s Really Holding You Back

The truth is, your most valuable customer insight already exists.

It flows into your business every single day, through every conversation, every question, every complaint.

But you’re not taking advantage of it. And it’s not reaching the people who can do something about it.

Instead:

• Feedback is stuck in surveys.
• Coaching strategies live in spreadsheets.
• Frontline insights are siloed or ignored.

No one’s connecting what customers are saying with what the business actually does — from CX to operations to product and beyond.

It’s not that your contact center lacks value.
It’s that you lack a way to unlock and act on it.

Why It’s Costing You

When a product bug starts spiking call volume, how fast can you spot it?
When a broken process frustrates thousands of customers, how long until someone fixes it?

Outdated processes and disconnected systems slow you down. And every delay comes with a cost.

Increased handle time. Higher agent burnout. Lost revenue. Frustrated customers who churn.

Meanwhile, your competitors are taking the lead. 

Coaching Can’t Wait a Week

If your QA process still relies on a small sample of calls and end-of-week coaching sessions, you’re too late.

Agents need feedback in the moment, when it can actually improve outcomes.
Waiting days (or longer) to course-correct means issues repeat, customers escalate, and performance gaps grow wider.

And without a full picture of what’s happening across every interaction, you’re coaching with blind spots. And too little too late. 

Why Your Contact Center is (Actually) an Untapped Goldmine

Every call. Every chat. Every email. Every click.

They’re packed with valuable CX insight: product confusion, churn risk, upsell cues, digital friction, broken promises. 

But unless you’re capturing, connecting, and analyzing those signals together, and in real time, you’re letting opportunities slip.

Opportunities to reduce call volume.
Opportunities to strengthen loyalty.
Opportunities to grow revenue.
Opportunities to increase efficiency. 

When all your experience signals, voice, text, digital behavior, employee input, work in sync, your contact center becomes more than a support function. It becomes a strategic asset.

What Happens When You Start Listening (for Real)

Modern conversational intelligence doesn’t just analyze a few calls. It listens at scale.

It uses transcription, text analysis (like intent and emotion), and acoustic analysis (like silence and stress) to decode every customer interaction. 

It pinpoints what’s broken, what’s at risk, and what’s driving results:

• Why calls are spiking
• Where coaching can move the needle
• What is broken on the website
• When to upsell 

And it does it now. Not a week later.

So you’re not just reacting, you’re improving experiences and outcomes when it matters most. 

The Results Speak for Themselves

Companies like Capital One, Likewize, Choice Hotels, and Pacific Life are already tapping into conversation intelligence to improve how they operate. Coaching smarter, responding faster, and uncovering new ways to reduce costs and improve CX.

What’s possible?

• Fixing high-volume issues before they spiral
• Cutting call volume and handle time
• Spotting churn risk and upsell cues in real time
• Coaching in the moment, not after the fact
• Connecting service insights to revenue and retention

The impact can be significant:

• $150K saved by detecting and fixing confirmation failures
• $200K recovered by reducing misroutes
• $100K+ saved by surfacing digital issues sooner
• $250K in upsell revenue uncovered through smarter agent prompts

These are the kinds of outcomes conversation intelligence can help deliver, when every conversation becomes a source of action.

Stop Treating Your Contact Center Like a Cost Center

Smart companies aren’t penny-pinching their contact center operations. They’re using them to solve problems, scale wins, and stay ahead.

Get your copy of our guide: Smart CX Starts in the Contact Center: How Top Brands Turn Conversations Into Revenue and Retention today.