using hosted acd & ivr to create a profit center (trimble nagivation)

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Moving Your Call Center from a Cost Center to a Profit Center

Trimble Navigation Ltd.

Overview

• Leading global provider of advanced positioning solutions

• Innovator for GPS technology, but we integrate a wide range of positioning (inertial or optical) and machine guidance technologies

• Products used in over 100 countries with employees in 21 countries

• $1 - 1.5B in revenue double digit growth & profitability

Current support operations

• 25 call centers worldwide, 400+ agents• Call centers support dealers, who in turn,

support their customers• We provide 1st tier support and training to

dealers worldwide• Also offer a preferred support model to

augment local dealer support

Previous Challenges

Operational:• Funded by headcount• Seasonal spikes in certain areas of the

business• Difficult to get metrics on workforce utilization• L-0 call center (answer, log and route)

Technology: • Multiple ACD’s /IVR’s/CRMS, some premise-

based equipment• Global reliability & scalability of previous

system

Solution

Operations: • Funded by product management group, per

case• Now must meet forecasted numbers like a

sales organization• Completely self-sufficient P/L• Track case, first resolution, answer time, etc.

and then compensated accordingly• Cross-training between products to help with

overflow

Technology:• inContact ACD & IVR + salesforce.com

Results

• Live handle rate goal: 85% or better• Hold times < 2 minutes• Hold times went from hours to sub-hour due

to overflow & cross-training• Implemented proxy call back• First response time is now within a couple of

hours• Partnered with CSU & created internship

program

Future planned improvements

• More sfdc integrated automation• Multi-channel (mobile, chat and SMS)• One IC interface