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Virtual Call Centers

Virtual Call Centers. Leveraging Hosted PBX Services in the Contact Center. Bill Miller COO CTI Group bmiller@ctigroup.com. The Multi-Million Dollar Question…. How do I Increase Call Center Performance & Efficiency while Reducing Operating Costs?. The “Traditional” Call Center.

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Virtual Call Centers

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  1. Virtual Call Centers Leveraging Hosted PBX Services in the Contact Center Bill Miller COO CTI Group bmiller@ctigroup.com

  2. The Multi-Million Dollar Question… How do I Increase Call Center Performance & Efficiency while Reducing Operating Costs?

  3. The “Traditional” Call Center

  4. Agents Follow the Footprint Trending Towards the Virtual Call Center

  5. Benefits to Building a Virtual Call Center Op-ex advantages • Real estate (bricks and mortar; ownership or lease • Scheduling efficiencies (workforce management) • Labor costs (lifestyle advantages, location • Employment expenses (turn-over, time to hire)

  6. Real-World ResultsMcKesson Health Solutions • Financial Objectives • Save $3.5 million on facilities and people • Results • Beat initial estimates in all areas • 6 of 7 Physical Call Centers closed ($1.5M+) • No jobs lost • 16% Reduction in Labor Costs • 35% reduction in employee turn-over • HUGE reduction in time to hire (80% in one example) • McKesson Health Solutions, May 2007

  7. Challenges to Virtual Call Center Success Delivering the tools • Call Center Telephony • Workforce management • Knowledge Management • Quality monitoring Monitoring, Measuring & Managing Performance • Real-Time Visibility • Performance / Queue Statistics • Call Recording

  8. Hosted VoIP Enables Distributed Success Hosted VoIP delivers the tools… • PBX functionality “in the cloud” • Call monitor, whisper, barge & record • Only requires broadband access

  9. Hosted VoIP Enables Distributed Success …and Provides full visibility… • Dynamic agent / queue assignments • Agent / queue performance • Real-time ACD statistics Very cost-efficiently • Limited hardware investment • No complex CPE to own or manage • Investments not stranded in obsolete technology

  10. The End Game…Statistical Results for Best-in-Class Call Centers 62% increase in customer satisfaction 50% reduction in average call duration 40% reduction in call abandonment rates Improved efficiency & reduced costs! The Virtual Call Center, Aberdeen Group, Inc. 2007

  11. Thank you! Bill Miller COO: CTI Group bmiller@ctigroup.com www.ctigroup.com

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