The Hidden Value on the Contact Centre Desktop

by

WebinarEdwin van der Sanden16 March 2012 14:00 – 14:30 GMT

agenda

super::tec background

spotting hidden value

things to avoid

sample activities

case study: Dot2Dot

ROI

Q&A

about super::tec

founded in 2010 by Edwin van der Sanden

10 years of contact centre experience

20 years of software development

developer and distributor of Swivelscript

spotting hidden valueThe 2 steps of spotting hidden value on the

agent desktop

1) identification 2) qualification

spotting hidden valueStep 1: IdentificationIdentify manual activities that are either

not needed

unnecessarily complex

unnecessarily repeated

spotting hidden valueStep 2: QualificationSelect activities that can be changed

easily . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . in days

with little investment . . . . . . . .. . . . . . . . . . < £10k

without massive upfront analysis & design . . agile

and refined on a day-by-day basis . . . . . . . iterative

things to avoidRecovering the hidden value should not

require boiling the ocean: no need for server infrastructure changes

no need for application redevelopment

no need for desktop unification

no need for business process changes

no need for retraining

sample activitiesThese activities are commonly good

candidates for recovering hidden value

manual lookups in OSS and BSS systems

manual call context recreation

manual call wrap

case study: Dot2DotA virtual online car insurance company

small-medium contact centre . . . . . . . . . 99 agents

inbound & outbound . . . . . . . . . . . . . . . . 3 teams• general enquiries & sales

• claim handling & processing

• billing & accounts

agent cost: 1p per 2 seconds

case study: Dot2DotBelow shows the available hidden value that can

be recovered in Dot2Dot when implementing each of the 3 sample activities.

The calculated saving is per call is “lookup” ~1 minute per call . . . . . . . . . . . . . . . 30p

“context” ~2 minutes per call . . . . . . . . . . . . . . 60p

“call wrap” ~3 minutes per call . . . . . . . . . . . . . . 90p

ROITo calculate the ROI we need to add volume

and capacity contact centre capacity 1.6M calls per year

contact centre utilization 50% or 800k calls1. “lookup” (100%) : . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .£240k

2. “context” (33%): . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . £158k

3. “call wrap” (20%): . . . . . . . . . . . . . . . . . . . . . . . . . . . . . £144k

ROI of >12 with initial investment of <£30k

final thoughtsCurrent economic climate requires companies

to “watch the pennies”, so improvements need to be

Low riskLow investmentSpeedy returns Swivelscript

Technology that pays for itselfSwivelscript

Technology that pays for itself

Q&A

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thank you

putting people before technology

For more info, visit http://www.swivelscript.com