a cloud call center on your budget | ringio

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Daniel Victor March, 2013 Better Business with Every Call Call Center on a Budget www.Ringio.com

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Page 1: A Cloud Call Center on Your Budget | Ringio

Daniel VictorMarch, 2013

Better Business with Every Call

Call Center on a Budget

www.Ringio.com

Page 2: A Cloud Call Center on Your Budget | Ringio

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Agenda

SamCEO

• Cost center or Profit center?• The Human cost• The Hidden costs• Top Ten Recommendations • Ringio Virtual Call Center

AshishCTO

DanielSales

Page 3: A Cloud Call Center on Your Budget | Ringio

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Cost center or Profit center?

• Many companies classify call centers as cost centers.• Is this shortsighted?

– Opportunities to increase branding exposure– Opportunities to increase intimacy with the customer– Opportunities to upsell and cross-sell– Opportunities to retain and to augment customer happiness

• Recommendation #1: Frame your activities in the organization as a profit center, and you will unlock much bigger budgets.

• Recommendation #2: Measure impact of activities above and socialize within the management team of your organization to get buy in to your strategy.

Page 4: A Cloud Call Center on Your Budget | Ringio

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The Human Cost

• The largest call center cost is agents

• Staff turnover just makes things worse

• Recommendation #3: Hire in lower cost areas of the country

• Recommendation #4: Keep agents happy and encourage long tenure

Cost

Labor TechnologyOther

http://strategiccontact.com/blog/2011/01/contact-center-cost-structure/

Page 5: A Cloud Call Center on Your Budget | Ringio

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The Hidden Costs

• Abandoned calls (10% industry benchmark)• Low satisfaction calls (10 – 20%)• Calls that require multiple follow ups (10-20%)• Poorly executed calls with void transactions (15%)• These can quickly add up 50-100% to the basal cost of operating

a call center!• Recommendation #5: Have a good tracking system in place and

follow up on metric deviations• Recommendation #6: Spot check your agents conversations to

raise their game• Recommendaton #7: Build a positive culture of performance

and accountability

Page 6: A Cloud Call Center on Your Budget | Ringio

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Technology and Cost

• Most organizations spend too much on infrastructure and too little on applications – the cloud has changed all that.

• Long term cost of technology is in malfunctions – not in licensing or telecom

• Technology that doesn’t enable your workflow is more costly than ‘costlier’ technology that does

• Hard to use or impossible to use technology is costlier than higher cost easy to use technology

• Recommendation #8 – look at cloud center providers• Recommendation #9 – focus on tool simplicity & workflow support• Recommendation #10 – it’s not how many features but how well

they work for you.

Page 7: A Cloud Call Center on Your Budget | Ringio

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Ten Recommendations

• #1) Frame activities as Profit center• #2) Measure impact and socially embed in Management• #3) Hire in lower cost geographic areas of the Country• #4) Keep agents happy; encourage long tenure• #5) Have tracking system; follow up on Deviations• #6) Spot check Agent conversations for training Opportunities• #7) Build positive culture of Performance and Accountability• #8) Utilize Cloud Center providers• #9) Focus on Tool simplicity and Workflow support• #10) Focus on Feature Quality, not Quantity

Page 8: A Cloud Call Center on Your Budget | Ringio

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Our vision

Page 9: A Cloud Call Center on Your Budget | Ringio

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Page 10: A Cloud Call Center on Your Budget | Ringio

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Q&A and Wrap-up

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Ringio Call Center edition. Would love to hear your [email protected] | 703-879-7950

www.Ringio.com