Following best practice will help you realize the greatest
benefit as quickly as possible from call center investment. Use the following
checklist to maximize the payoff of your investment.
- Calculate the ROI (Return on investment) and TCO (Total Cost of ownership) for all potential contact center investment.
- Whether your is a new or growing contact center, invest only in tools that have an ROI that meets your corporate goal and have an acceptable TCO. If you do not have ROI guideline, its suggested that all contact center investment pay for themselves win in 3 to 18 months, with the exception of the ACD , which should have a 2 to 3 years payback.
- Prioritize system requirements and continuously review your priorities. There are a lot of helpful and beneficial systems and application available, but few contact centers can buy them all.
- Buy only what you need. Don’t let vendor’s conscience you to make investments for uncertain future growth. Contact center needs change rapidly and often unexpected.
- Make sure that you have resource. Whether internal or external to implement and support the technologies that you want before making investment.
- Before making any contact center investments. Check to make sure that the systems under consideration can be easily integrated with application s agelessly installed.
- If a vendor has not proven its ability to integrate with one or more system in your operation environment, make the deal contingent upon a successful test or full integration. Its preferable to run test in a lab, if possible.
- Involve all levels of contact center staff in technology selections, agents, supervisors, managers, and technical staff will each bring different and helpful perspectives to the selection process.
- Communicate early an frequently with contact center staff about system changes to get therein buy in and support
- Provide training for each new system. This ensures that you will quickly realize the benefit of the application.
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