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Mastering Contact Centre Productivity and Profitability

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Presence - Mastering Contact Centre Productivity and Profitability while meeting a Demanding Budget

Presence - Mastering Contact Centre Productivity and Profitability while meeting a Demanding Budget

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  • Disaster recovery; replicas of production infrastructure; use as you go
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    • 1. Mastering Contact Centre Productivity and Profitability while meeting a Demanding Budget “Presence Technology provides on-premises, hosted and SaaS solutions for all the channels supported, making it a flexible option for organizations” Visionaries at Gartner Group 2011 Magic Quadrant for Web Customer Services
    • 2. Agenda• Businesss strategies to achieve our Contact Centre goals with reduced budget• The time for Multi-Channel technology has arrived!• Global trends and practical examples
    • 3. Worldwide Situation
    • 4. Contact Centre CostsSource: South African Benchmark Report
    • 5. Call Volume Staff Wasted Agent Capacity Frustrated CustomersTRAFFIC TIME
    • 6. Priority Routing Cross / Up Selling Inbound Automation Outbound Campaings Offer Call Back Email, S. Media Forward to other channelsTRAFFIC Return Calls Adm. Tasks Proactive Calls TIME
    • 7. •Start with your cost per call. If youre not sure what that is, use R50-R100 for abasic consumer customer service inquiry and R200-R450 for a Level 1 technicalsupport issue.•Multiply that by the number of your repeat calls. If you dont currentlymeasure, use 30–35% of your total calls.•Calculate what the operational savings would be if you improved resolutionrates by only 10%.
    • 8. Monitor, control your agents and show them the information (dashboards)
    • 9. We reduce: We increase:• Average Handle Time 15% • Contacts per hour 55%• Maintenance costs 33% • First Call Resolution 17%• Training agent costs 38% • Agent productivity 36%• IT support 57% • Agent occupancy 17%• Total Cost of Ownership 42% • Sales per hour 24% • Conversion rate 24%• New campaigns - Time to market 70% • Service Level 22%
    • 10. —According to Gartner Research, 75 % of call centers will incorporate private cloud technology processes in theiroperations by 2013. Types of Cloud Environment Used-NetIQ.com Blog –David Shephard
    • 11. • • •• •• •• •• •
    • 12. ––––––––––
    • 13. –––––––––––
    • 14. Sales Models PROFESSIONAL SYSTEM MODEL SOFTWARE HARDWARE SUPPORT SERVICES MANAGEMENT CAPEX <    X FINANCE <    X OPEX N X  X X Managed Services N < X   < OWNERSHIP N RIGHTS TO USE  INCLUDED  OPTIONAL X NOT INCLUDED
    • 15. So,….Which are the trends to sort out thesituation?• The triple Cloud• Flexible Sales Model• All-in-One & Multichannel• Open platforms• ROI• KPI’s• Reporting & Dashboards
    • 16. LG Electronics – Case Study

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