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DSC Tech Library
This section of our technical library presents information and documentation relating to Contact Center technology and Best Practices plus software and products.
DSC is a leading provider of contact center technology and software solutions as well as predictive dialer phone systems for the modern call center. Customer contact center software includes CRM software and computer telephony integration solutions. These modern products help call center phone agents communicate effectively with your customers and prospects.
The following article presents product or service information relating to contact centers and customer service help desks.
Building a Business Case for Contact Center IT Investment
Page 7
BUSINESS CASE TIP #8
Measure, Measure, Measure.
When building the case for contact center IT
investment, executive management will
almost certainly ask, “What is it that you
hope to improve and by how much?” Some
natural follow-on questions are, “How can we
measure the success of your project a month
after go-live? Six months? One year?”
Your perceived skill in answering these questions
will rest on your ability to show measures
that are directly mapped to the contact
center’s processes and the project’s ability to
improve those processes. However, it is one
thing to measure process improvement based
on concrete output-level dimension and quite
another to measure it on a service-level
dimension. Nevertheless, most contact center
processes involve both dimensions.
In terms of the output-level dimension, a
common goal in contact center process
improvement is to increase the contact
center’s ability to handle peaks in demand by
using timely information to effectively reallocate
resources. This notion of the “virtual
center” is a tried-and-true approach for building
a business case for contact center IT
investment, the measures for which are fairly
easy to quantify.
Another good way to approach the problem
of measurement on the output-level dimension
is in terms of improving the bottom line
results by minimizing waste, rejects (unsuccessful
calls), and non-value adding tasks.
The extent to which your project can show
measurable improvements in these areas is
important to quantify.
In terms of the service-level dimension, Voice
of the Customer surveys (Tip 6) are far and
away the best mechanism for measuring
results. The purpose here is to ask the
customer in a uniform and consistently measurable
way, “Did you receive the level of
service you expected?” The extent to which
your project will rely on surveys (in various
forms) to measure results should be
described. The more detail here, the better.
Whatever measurement approach you decide
to use, do your best to start immediately
collecting current and historical figures on the
processes that will be affected by the IT project.
These measurements will help provide a
clear rationale for your project targets.
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CRM Contact Center Software
Database Systems Corp. (DSC) has been providing CRM Customer Relationship Management solutions to businesses and organizations for 2 decades.
TELEMATION is a Customer Relationship Management (CRM) application employed in a wide variety of organizations including contact centers, help desks, customer service centers, service bureaus, reservation centers and corporate call centers. The package has extensive CTI features and is fully integrated with our PACER phone system. TELEMATION operates on Linux, Unix or Windows servers. Software programmers can develop call center applications quickly using the robost features found in the Telemation toolkit.
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