Virtual Call Centers

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Virtual Call Centers

• Leveraging Hosted PBX
• Services in the Contact Center

Bill Miller COO CTI Group bmiller_at_ctigroup.com
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The Multi-Million Dollar Question

• How do I Increase Call Center Performance
  Efficiency while Reducing Operating Costs?

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The Traditional Call Center
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Trending Towards the Virtual Call Center
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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)

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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

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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

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Hosted VoIP Enables Distributed Success

• Hosted VoIP delivers the tools
• PBX functionality in the cloud
• Call monitor, whisper, barge record
• Only requires broadband access

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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

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The End GameStatistical 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
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Thank you!
Bill Miller COO CTI Group bmiller_at_ctigroup.com
www.ctigroup.com