Taking the Center Out of Call Center Benefits of Virtual Call Center Technology
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1 Taking the Center Out of Call Center Benefits of Virtual Call Center Technology
2 Contactual at a Glance Pioneered virtual contact center solutions in 2000 Award winning OnDemand Contact Center Delivered 100% via Software as a Service (SaaS) model 2
3 Select Customers 3 Plus hundreds of SMBs/SMEs
4 Virtual Call Center Benefits Cost Savings Flexible Staffing Gain Agility 4
5 Virtual Call Center Benefits Cost Savings Flexible Staffing Gain Agility 5
6 Continued Pressure on Call Center Budgets Pressure on spending continues 43% reported a decrease in op-ex 40% reported a decrease in cap-ex Exceptions in smaller call centers (less than 50 seats) 43% reported an increase in op-ex 6 Source: The US Contact Center Decision-Maker s Guide 3rd Edition ContactBabel
7 On-Premises Call Center Technology Complex and burdensome to configure, deploy & integrate Cost prohibitive - $700K to get started; $200K/year to support 7
8 Virtual Call Center Technology Integrated call center functionality resides in the cloud Pay as you grow subscription-based price model Cost savings 50% with no HW/SW to buy and maintain 8
9 Customer Spotlight ipass Business Needs Integrate call centers from recent acquisitions U.S. United Kingdom, Australia, Japan and India Desire for single system across 4 remote sites + home-based agents Consolidated reporting Monitoring and call recording Seamless integration with Salesforce CRM Reduced costs by 33% initially; grew to 50% over time 9
10 Virtual Call Center Benefits Cost Savings Flexible Staffing Gain Agility 10
11 Growth of the Home-Based Agent Model Higher Agent Quality Home-based agents are 25% more productive 75% have at least 2 years of college education 60% have earned additional certifications Tap into new talent pools Lower Attrition Rates 10% for home-based agents vs. 50% for in-house agents Increased Customer Satisfaction 11 Source:
12 Keys to Ensure Quality and Control Web-based recording application Remote monitoring Record, retrieve, replay Flexible recording options Chat and broadcast tools Facilitates interaction Push critical information in real-time Real-time monitoring Performance dashboards Accessible to all 12
13 Customer Spotlight Schneider Electric Business Needs Out-of-date on-premises solution was failing Dropped calls Cost prohibitive to upgrade Unable to expand beyond current location Moving to home-based agents Lacked key functionality Limited reporting and recording No remote monitoring capability Gained significant functionality & reduced costs by 40% 13
14 Virtual Call Center Benefits Cost Savings Flexible Staffing Gain Agility 14
15 Disaster Recovery Considerations Traditional call center model vulnerable to disasters and pandemics 44% of respondents had centralized call centers 50% of respondents don t have viable disaster recovery plan High cost to replicate and difficult to integrate Virtual call center model includes seamless business continuity All intelligence is in the cloud Built-in redundancy 15 Source: The US Contact Center Decision-Maker s Guide 3rd Edition ContactBabel
16 Rapid Response to Changes in Business Seasonal business growth Product launches & promotions Economic cycles New customer interaction methods 16
17 Customer Spotlight Boston Market Business Needs Difficult to scale current solution for peak seasons (Catering call center) Stranded investment in licenses and equipment Reduce dependency on IT for changes IT spending cuts and reduced staff Catering business not as high priority as retail locations Needed an easy to use system to drive down training costs Can double capacity on-the-fly; eliminated IT dependency 17
18 Questions? Kimberly Odom, Senior Director of Marketing
19 Thank You
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