Return On Investment
If you can't measure it you can't manage
it!
The biggest attraction for implementing the Xarios Campaign
Manager is the huge return on investment opportunity for the
user.
It is widely accepted that between eighty and ninety percent of
the cost of running a call centre is staff cost and that between
ten and twenty percent is technology cost. It therefore follows
that if staff productivity can be increased by no more than twenty
two percent, that all technology costs can be paid for within one
year.
Case studies show that Campaign Manager can increase staff
productivity in Business to Consumer applications by one hundred
percent (100%) and in Business to Business applications by seventy
five percent (75%). A word of warning though - whilst the
technology can be used to treble the quantity of call attempts made
by a staff member, the ultimate metric is whether the sales
increase or cash is collected faster.
The following example is modeled on a real life implementation
of Campaign Manager:
Customer had thirty staff dialing manually on direct lines and
needed to employ a further thirty staff to handle increased
business. Instead the customer purchased a Mitel 5000 system fitted
with Campaign Manager and Customer Service Manager (CSM) management
information system.
Cost of
project:
£50,000
Increase in staff
productivity
100%
Average staff
cost
£15,000
First year staff
saving:
£450,000
Return on
Investment:
54 days
If the customer is already using a 5000 or 3300/MCD PBX with CSM
then the cost of implementing Campaign Manager is greatly reduced
and the ROI is achieved sooner still.
The key statistic that affects the uplift in productivity is the
average call duration of a successful call. When an agent connects
to a right party contact (RPC), the two outcomes are usually "pitch
& hit" or "pitch & miss". If you're selling a simple
product or an appointment, that call will last around five minutes
but if you're selling insurance or mortgages that call could last
as long as 25 minutes whilst they complete the application over the
phone. Consequently, the more successful the dialer is at
connecting you to a RPC, the less available time there is to dial
and so the productivity might only increase by say 15%. If that
duration is five minutes the productivity can double.