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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

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Mastering Contact Centre Productivity and Profitability

  1. 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. 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. 3. Worldwide Situation
  4. 4. Contact Centre CostsSource: South African Benchmark Report
  5. 5. Call Volume Staff Wasted Agent Capacity Frustrated CustomersTRAFFIC TIME
  6. 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. 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. 8. Monitor, control your agents and show them the information (dashboards)
  9. 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. 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. 11. • • •• •• •• •• •
  12. 12. ––––––––––
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  14. 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. 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. 16. LG Electronics – Case Study

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