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Compute the Cost Savings of Pooling
Agent Resources
Analysts tell us agent salaries account for 60-70% of
contact center costs. A contact center solution that
enables you to pool agents across the company provides
tremendous economies of scale while avoiding the
costly proprietary upgrades and high maintenance costs
associated with centralizing work with the legacy ACD.
If you have multiple contact center sites but can’t load
share between them, there may be periods every day
when customers are waiting (or abandoning) in one
location while agents sit idle in another. Or perhaps you
overstaff to meet service levels at each location.
•	 What is the average loaded salary for a contact
center agent?
•	 What is the percentage of total idle time across sites?
Of course you can’t occupy agents 100% of the time
or you’ll burn them out, and you’ll need to take agent
skill sets into consideration, but chances are you can
reduce idle time with a virtual agent pool. If you have
100 agents and an overall 20% idle rate today, could
you reduce that to 10% by virtualizing resources? If
so, you could deliver the same level of service with
10 fewer agents.
•	 Multiply your average salary by the reduced agent
count. You may see startling results.
Assess the Revenue Gains of
Reducing the Abandonment Rate
No matter what industry you’re in, you can calculate
the impact of reducing your company’s equivalent of
abandoned shopping carts. With a virtualized agent
pool, you’ll be able to respond more quickly and
preempt abandons.
•	 What is your abandon rate today?
•	 What is the average value of a customer contact?
•	 Estimate the reduction in abandons with decreased
wait time.
•	 Multiply average contact value by the abandons
you eliminate.
Estimate the Reduction in Contact Time
from a Consistent Customer Experience
When you replace your ACD and point solutions with a
unified omnichannel solution, agents have knowledge of
all previous interactions — whether email, web chat, SMS,
or voice. This cuts contact time and reduces transfers.
•	 How many contacts are from customers who have
previously contacted you?
•	 What is the average amount of time it takes a
customer to bring an agent up to speed on
previous transactions?
•	 Multiply repeat contacts by the time it takes to recap,
and translate to FTEs (Full Time Equivalent agents).
BUILDING A BUSINESS CASE FOR REPLACING
YOUR CALL CENTER ACD
Introduction
As an executive responsible for call center infrastructure, you understand the limitations of your legacy
ACD. If you have added email, web chat and other channels as they became necessary, they may have been
implemented as independent, siloed solutions. But, adding channels in this way makes it difficult to deliver a
consistent customer experience.
You understand the benefits of replacing a system that frustrates your customers and stresses your team
with upgrading and maintaining disparate solutions. The challenge is building a business case that will help
you convince other stakeholders that it’s time to bring in a single SIP-based infrastructure that provides a solid
foundation for integrating current and future customer communication demands and delivering a consistent
omnichannel customer experience.
Here are five tips to get you started on that business case.
TIP SHEET
1 2
3
1 2
Copyright ©2015 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014
All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names
and logos may be registered trademarks or trademarks of their respective companies.
Corporate Headquarters
2001 Junipero Serra Blvd.,
Daly City, CA 94014 USA
Tel: +1 650 466 1100
Fax: +1 650 466 1260
www.genesys.com
About Genesys
Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and
on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform
powers optimal customer journeys consistently across all touch points, channels and interactions to turn customers into
brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital
and voice interactions each day.
Visit us at www.genesys.com or call us at +1.888.436.3797
Calculate Hardware and
Maintenance Savings with a SIP-based
Open-Standards Platform
•	 Take a look at your current maintenance contracts for
your ACD solution, and assess the price associated
with proprietary hardware systems. Remember to
include software maintenance, as many ACD vendors
separate hardware and software maintenance and
charge significant sums for each.
•	 How much are you paying for trunking costs
today, and for the hardware required when you add
new trunks?
•	 Add maintenance costs for email, web chat, and other
point solutions.
•	 How much would you save in both hardware and
monthly carrier expenses by going to a SIP solution?
Enlist Your Chief Customer Officer
If your company has a Chief Customer Officer, you’re going
to want to align with them. A more nimble, personalized
customer experience keeps you from losing ground with
your competitors. It helps you attract new customers and
retain the ones you have — and your Customer Experience
Officer understands that.
To make your case, you can estimate the impact of
increased customer retention. The Aberdeen Group
says, “Companies that connect all their customer service
channels…report 89% customer retention, compared to
33% for those that haven’t.”1
•	 What is the value of each customer?
•	 How much revenue will your company gain by
keeping X% more customers?
In fact, your IT Director, Contact Center Director, and Chief
Customer Officer are key stakeholders — if you can enlist
them, your case will be stronger.
Conclusion
When your company continues to hobble along with
the various solutions in place today, you lose in the
long run. There are the obvious costs of keeping
the current system running. But, you don’t attract
new customers because interactions are too difficult
and time-consuming. And, existing customers may
disappear as they see it becoming easier to do
business with your competitors.
Replace legacy systems with a contact center
infrastructure that easily adds new communication
channels, and you’re not only addressing current
customer expectations, you are also laying the
foundation for meeting customer needs in the future.
You’ll reduce the headaches of maintaining disparate
platforms, and become more agile in supporting new
business requests.
Genesys can help you build the business case for
modernizing your contact center with a unified
omnichannel infrastructure. We have the ROI (Return
on Investment) tools to help craft a business case
tailor-made for your own unique environment.
Contact us at www.genesys.com, and we’ll sit down
together and get started.
1 Destination CRM article: http://www.destinationcrm.com/Articles/
Editorial/Magazine-Features/The-4-Key-Customer-Service-Omnichannel-
Considerations-97686.aspx – Aberdeen report “Ominchannel Customer Care”)
4
5

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Building a Business Case for Replacing Your Call Center ACD

  • 1. Compute the Cost Savings of Pooling Agent Resources Analysts tell us agent salaries account for 60-70% of contact center costs. A contact center solution that enables you to pool agents across the company provides tremendous economies of scale while avoiding the costly proprietary upgrades and high maintenance costs associated with centralizing work with the legacy ACD. If you have multiple contact center sites but can’t load share between them, there may be periods every day when customers are waiting (or abandoning) in one location while agents sit idle in another. Or perhaps you overstaff to meet service levels at each location. • What is the average loaded salary for a contact center agent? • What is the percentage of total idle time across sites? Of course you can’t occupy agents 100% of the time or you’ll burn them out, and you’ll need to take agent skill sets into consideration, but chances are you can reduce idle time with a virtual agent pool. If you have 100 agents and an overall 20% idle rate today, could you reduce that to 10% by virtualizing resources? If so, you could deliver the same level of service with 10 fewer agents. • Multiply your average salary by the reduced agent count. You may see startling results. Assess the Revenue Gains of Reducing the Abandonment Rate No matter what industry you’re in, you can calculate the impact of reducing your company’s equivalent of abandoned shopping carts. With a virtualized agent pool, you’ll be able to respond more quickly and preempt abandons. • What is your abandon rate today? • What is the average value of a customer contact? • Estimate the reduction in abandons with decreased wait time. • Multiply average contact value by the abandons you eliminate. Estimate the Reduction in Contact Time from a Consistent Customer Experience When you replace your ACD and point solutions with a unified omnichannel solution, agents have knowledge of all previous interactions — whether email, web chat, SMS, or voice. This cuts contact time and reduces transfers. • How many contacts are from customers who have previously contacted you? • What is the average amount of time it takes a customer to bring an agent up to speed on previous transactions? • Multiply repeat contacts by the time it takes to recap, and translate to FTEs (Full Time Equivalent agents). BUILDING A BUSINESS CASE FOR REPLACING YOUR CALL CENTER ACD Introduction As an executive responsible for call center infrastructure, you understand the limitations of your legacy ACD. If you have added email, web chat and other channels as they became necessary, they may have been implemented as independent, siloed solutions. But, adding channels in this way makes it difficult to deliver a consistent customer experience. You understand the benefits of replacing a system that frustrates your customers and stresses your team with upgrading and maintaining disparate solutions. The challenge is building a business case that will help you convince other stakeholders that it’s time to bring in a single SIP-based infrastructure that provides a solid foundation for integrating current and future customer communication demands and delivering a consistent omnichannel customer experience. Here are five tips to get you started on that business case. TIP SHEET 1 2 3 1 2
  • 2. Copyright ©2015 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014 All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Corporate Headquarters 2001 Junipero Serra Blvd., Daly City, CA 94014 USA Tel: +1 650 466 1100 Fax: +1 650 466 1260 www.genesys.com About Genesys Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touch points, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us at +1.888.436.3797 Calculate Hardware and Maintenance Savings with a SIP-based Open-Standards Platform • Take a look at your current maintenance contracts for your ACD solution, and assess the price associated with proprietary hardware systems. Remember to include software maintenance, as many ACD vendors separate hardware and software maintenance and charge significant sums for each. • How much are you paying for trunking costs today, and for the hardware required when you add new trunks? • Add maintenance costs for email, web chat, and other point solutions. • How much would you save in both hardware and monthly carrier expenses by going to a SIP solution? Enlist Your Chief Customer Officer If your company has a Chief Customer Officer, you’re going to want to align with them. A more nimble, personalized customer experience keeps you from losing ground with your competitors. It helps you attract new customers and retain the ones you have — and your Customer Experience Officer understands that. To make your case, you can estimate the impact of increased customer retention. The Aberdeen Group says, “Companies that connect all their customer service channels…report 89% customer retention, compared to 33% for those that haven’t.”1 • What is the value of each customer? • How much revenue will your company gain by keeping X% more customers? In fact, your IT Director, Contact Center Director, and Chief Customer Officer are key stakeholders — if you can enlist them, your case will be stronger. Conclusion When your company continues to hobble along with the various solutions in place today, you lose in the long run. There are the obvious costs of keeping the current system running. But, you don’t attract new customers because interactions are too difficult and time-consuming. And, existing customers may disappear as they see it becoming easier to do business with your competitors. Replace legacy systems with a contact center infrastructure that easily adds new communication channels, and you’re not only addressing current customer expectations, you are also laying the foundation for meeting customer needs in the future. You’ll reduce the headaches of maintaining disparate platforms, and become more agile in supporting new business requests. Genesys can help you build the business case for modernizing your contact center with a unified omnichannel infrastructure. We have the ROI (Return on Investment) tools to help craft a business case tailor-made for your own unique environment. Contact us at www.genesys.com, and we’ll sit down together and get started. 1 Destination CRM article: http://www.destinationcrm.com/Articles/ Editorial/Magazine-Features/The-4-Key-Customer-Service-Omnichannel- Considerations-97686.aspx – Aberdeen report “Ominchannel Customer Care”) 4 5