using hosted acd & ivr to create a profit center (trimble nagivation)
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inContactThe Power to Put Your Customers First
www.incontact.com | 1.866.965.7227 | [email protected]
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