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2009 ATA NY Tech Forum (Reducing Costs in the Call Center)
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2009 ATA NY Tech Forum (Reducing Costs in the Call Center)

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The following slides were presented by Justin Groden at the 2009 ATA NY Tech Forum. Justin was part of a 5 person panel that was discussing the top 5 concerns in the call center.

The following slides were presented by Justin Groden at the 2009 ATA NY Tech Forum. Justin was part of a 5 person panel that was discussing the top 5 concerns in the call center.

Published in: Technology, Education

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  • I must say you have done a good study and that is well presented as well. Best Wishes!

    Regards,
    NexxPhase.com
    http://www.nexxphase.com
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
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  • 1. Utilizing Multi-Tenancy and a Shared Agent Environment to Reduce Operating Expenses Justin Groden Business Development Confidential Information. Copyright 2009 SpiceCSM.
  • 2. Agenda • Business Case • The Problem • The Solution • Technology • Business Impact Confidential Information. Copyright 2009 SpiceCSM.
  • 3. Business Case • Outsourced Technical Support • Current Situation: – 12 brands... 120 calls/hour (10 calls/brand) – 10:00 minute average handle time / 1:00 minute average queue time – Assume 1 agent/3 brands... 4 groups of 8 agents – Erlang calculation yields agent population of 32 • Operational Labor Cost: – 32 agents x $20/hr x 40hrs = $25,600 Confidential Information. Copyright 2009 SpiceCSM.
  • 4. The Problem • Need to reduce operating expenses without reducing business? • Increase revenue without adding resources? Confidential Information. Copyright 2009 SpiceCSM.
  • 5. The Solution Truly Shared Agent Environment  Deployment of Multi-tenant  knowledgebase Use of Process Workflows  Confidential Information. Copyright 2009 SpiceCSM.
  • 6. Model Traditional Inbound Calls ACD 32 agents 4 groups Shared Agent Inbound Calls ACD 24 agents Single agent group for all brands 1 group Confidential Information. Copyright 2009 SpiceCSM.
  • 7. The Solution • Reduce Operating Expenses: – 12 brands... 120 calls/hour (10 calls/brand) – 10:00 minute average handle time / 1:00 minute average queue time – Each agent can support all 12 brands... – Erlang calculation yields agent population of 24 • Operational Labor Costs: – 24 agents x $20/hr x 40hrs = $19,200 • Labor cost savings of 25% Confidential Information. Copyright 2009 SpiceCSM.
  • 8. The Solution • Increase Revenue: – Utilize all 32 agents in one large shared agent group – Erlang calculations allow for over 40 calls/hr of additional capacity – Yields approx. 4 extra brands – 33% increase in Revenue with NO additional labor Confidential Information. Copyright 2009 SpiceCSM.
  • 9. Multi-Tenancy • Clear and distinct separation of customer knowledgebases and processes • Single sign-on access • House the knowledge in the system and present it at the moment it's needed Confidential Information. Copyright 2009 SpiceCSM.
  • 10. Customized Process Workflows • Take complex scenarios and turn them into simple 'step by step' resolutions • Advanced flowchart with walk-through capabilities • Allows for reduction in training time Confidential Information. Copyright 2009 SpiceCSM.
  • 11. Advanced Process Flowchart Confidential Information. Copyright 2009 SpiceCSM.
  • 12. Step by Step Confidential Information. Copyright 2009 SpiceCSM.
  • 13. Step by Step Confidential Information. Copyright 2009 SpiceCSM.
  • 14. Step by Step Confidential Information. Copyright 2009 SpiceCSM.
  • 15. Business Impact Economies of scale  Higher degrees of consistency  Reduced training time and costs  Confidential Information. Copyright 2009 SpiceCSM.
  • 16. Thank You Erlang Calculations – www.erlang.com/calculator/ Contact Info – jgroden@spicecsm.com – www.spicecsm.com Confidential Information. Copyright 2009 SpiceCSM.