latest blog post:
Thursday, February 10, 2011
ROI on Real Time Performance Analytics
It is not so much that it is hard to measure a true ROI for a contact center before real time performance metrics and after. Contact center managers usually lack the time to put one together. The contact center is dynamic and fast moving in nature and most of the individuals in charge lack the time to spend putting before and after reports together. It is not hard, but it takes some time to do it correctly. The best way of course is to take the temperature of the center before a real time system has been installed and then again within about a month after the installation. If you don’t have a real time system in place you’ll need to review historical reports which should be available.
In each case the attainment of these goals dramatically improved the operating efficiency of the centers and helped save dollars in 800# services, payroll (due to shift reduction), training (due to reduced turnover) and management time spent hand creating reports. All these areas collectively are important to achieving goals and maintaining a strong bottom line.
There are some goals that can readily be transformed into more concise measurements that can be tracked through to an ROI. However, it’s not always simple, especially when benchmarking is not utilized or the contact center is undergoing change or expansion. In other words, there may be no existing measuring stick in place to create a starting point. It is possible, however, to narrow down the operational and workforce issues into categories where improvement is desired.
