Introduction
Our customers have found that their existing phone, email, CRM and workflow systems cannot provide the data that is necessary to produce accurate and advanced management information. Information that is simply essential if contact centres are to be improved substantially. However, because the QPC MIG is uniquely able to collect events from all of the systems, from virtually any manufacturer within an organisation's contact handling estate, it will produce the interrelated data needed to create exceptional management information. And, with this exceptional information comes the invaluable opportunity for extensive increases in operational efficiency and effectiveness:
'A leading UK bank found that by using systems to create better management information it was able to substantially improve office workforce and performance management. The project was well received by staff and resulted in an increase in productivity of over 23%, as well as reduced customer wait times.'
Reducing resource costs and improving customer service by better managing office work
Management of office work that is not linked to calls (like form processing and writing letters - commonly referred to as 'back office' work) is often ineffective. As a result many office work processes suffer from low employee productivity and a poor match between resource numbers and workload, causing overstaffing (producing high operating costs) or understaffing (creating long wait times for customers). The QPC MIG will collect, distribute and report the critical data and information that is needed for better historical and real-time workflow, performance management and workforce management. Also, as the QPC MIG can work with office, call and multimedia tasks, agents can be better managed even if they are dealing with all 3 task types.
'Using data from the QPC MIG for contact workforce management organisations can typically expect to get an additional 5% improvement in adherence to service level or a 2% reduction in resource costs, a saving of around £320,000 P.A. for a small 1000 agent call centre.'
Reducing resource costs and improving service through better contact workforce management
Workforce management systems and processes make sure that the right number of agents are available at the right times to answer calls, emails and web chats. But, they can be hindered by poor information. Typically this means that too many staff will be employed or that customer wait times are too long, causing customer dissatisfaction and churn, as well lost sales through abandoned calls. The QPC MIG creates information for workforce management that is unsurpassed in its accuracy.
Optimising expenditure on IT systems
'One of Europe's leading telcos discovered that it had around 1400 (8%) of its contact routing framework extension licenses laying dormant. By simply making these available the telco was able to significantly reduce their forthcoming IT expenditure.'
Most IT systems have an initial purchase and a recurring maintenance cost. Typically these costs are also linked to the scale of the system's deployment through per agent charges etc. But, purchasing too many licences will tie up money unnecessarily, whilst buying too few may cause long customer wait times, call abandonment and ultimately lost customers and sales. Using data from the QPC MIG it is possible to get accurate system use and demand information so that the right number of licences can be made available both immediately and in the future.
'With the QPC MIG a leading media and telecoms provider found that it was generating around 145,000 repeat calls a month, using additional information from the system they have estimated that they will be able to remove 10% of these with a total operational cost saving equivalent to £540,000 P.A.'
Lowering resource requirements and increasing customer satisfaction by eliminating repeat calls
Customers contacting organisations on several occasions, because their enquiry has not been resolved first time, creates unnecessary additional work for contact centres and leads to customer dissatisfaction. The QPC MIG will provide all of the information necessary to understand how many customers had to call more than once, as well as information that can be used to establish why these repeat calls occurred - so they can be eradicated.
'A business unit within a financial services client taking 1.47 million calls P.A. found that 35% of calls were transferred 'out' and 12% 'in'. Removing unnecessary transfers 'out' offered the potential to save £166,000 P.A. in staff costs alone.'
Cutting staff costs and reducing customer frustration by removing call transfers
Call transfers also create unnecessary work as well as customer frustration. The QPC MIG enables organisations to understand their calling customers' journeys and to find and remove many of the causes of transfers.
'A mobile telecommunications provider estimated that better data supplied by the QPC MIG would enable it to release 50% of its analyst staff (20 FTE) to work on additional projects by halving the time needed to produce its standard contact handling report set.'
Reducing reporting labour costs
Although most contact centre systems report keys statistics, how these quantities are calculated often differs between manufacturers. Consequently, trying to provide management information that enables different sites, business units and even outsource partners to be managed well (and compared) is very time consuming and expensive. The QPC MIG dramatically reduces the number of personnel needed to create meaningful reports.