Shedding Light on Contact Center Performance Can Save Big Bucks

Ann All

A recent press release from performance management software provider Exony caught our eye, with some pretty fancy math. Exony figures that North American companies could save some $900 a year for each outsourced contact center agent they employ, resulting in a total savings of $319 million a year.

 

How, you ask? Not too surprisingly, considering its area of expertise, Exony says that improving companies' ability to monitor and measure the agents' performance should do the trick.

 

We normally take such vendor claims with a healthy dose of salt. But there are definitely savings to be had, judging by this Bank Systems & Technology article that details how Barclay's Bank saved more than $800,000 a year by shaving five seconds from the average call handling time of 8,000 agents it employs at 13 contact centers.

 

It did so by switching from its old system of manually collecting performance data and transferring it to spreadsheets to a browser-based performance management system that handles 75 different data feeds from two dozen data sources.

 

The added transparency offered by such systems would seem to be a big bonus, considering Aberdeen Group's recent contention that 60 percent of companies it surveyed found it difficult to measure contact center performance and 40 percent struggle with ROI models for their centers.


 

Despite these difficulties, Aberdeen Group found, companies are stepping up their investments in VoIP, speech recognition, data integration and, yes, performance analytics. In fact, Aberdeen says the analytics are especially important because they can help determine which other technologies it makes sense to deploy.



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