Understanding Priority: The Third P
In previous posts, I discussed the first two Ps of contact centers: People and Processes. Today, we explore the final P: Priority.
Vendor Priority: Assessing Your Value
When selecting a vendor, it’s crucial to determine how much priority your business will receive. A high level of prioritization leads to successful outcomes. If your business is undervalued, you’ll face frustration.
To gauge your value to a vendor, consider your billing compared to their other clients. If you need 20 full-time equivalents (FTEs) while their average project requires 100, you’re likely not a priority. This affects everything, from problem resolution speed to the allocation of talent. High-priority clients receive better support and access to skilled staff. If your provider isn’t bringing innovative solutions to the table, it indicates a lack of commitment.
Client Priority: Reflecting on Investment
Clients must also reflect on their own prioritization of customer contact. How do C-level executives view the importance of the contact center? While many claim that cost isn’t the primary factor, budget decisions reveal true priorities.
For instance, a company that seeks the cheapest options shows lower priority for customer contact. Conversely, a willingness to invest significantly in this area results in a stronger partnership.
Think of it this way: in a hot Disney World parking lot, an $8 bottle of water seems excessive until you’re dehydrated. This change in perspective mirrors how C-level attitudes influence contact center spending. Each organization is unique, but many executives still view customer contact as a necessary expense rather than a valuable investment.
