This is the fourth in my series of blogs about desktop analytics and desktop guidance and automation. Before you consider the following discussion about ROI models for these products, it is recommended that you read the first three blogs in this series:
In my last three blogs about desktop analytics and guidance, we’ve discussed numerous features that could lead to a strong business case for this kind of investment. As a call center professional for many years, it became an annual ritual for me to devise return-on-investment (ROI) studies for an abundant variety of contact center technology investments. Given the profound potential effect of a well-designed desktop analytics and guidance solution on a number of call center cost drivers, the business case for these products is remarkably strong. The non-invasive, open architecture of an intelligent desktop guidance solution will allow integrations without development costs and lengthy timelines.
Before we discuss the potential financial and service-level benefits of agent guidance and desktop automation, it’s worth a mention that the ability to measure desktop and workflow activity at granular level is, in itself, a significant analytical advantage. For example, the ability to identify which agents take the more time to complete various workflow steps would help your supervisors target their coaching with outliers towards more cost-efficient behaviors, and to measure improvements on an agent-by-agent basis.
Today’s leading contact centers use agent guidance solutions to connect disjointed applications and reduce the number of required steps (and the amount of time required) to complete tasks.
Handle time is reduced by eliminating duplicate data entry.
Suggesting talking points to agents at strategic junctures, reduces customer misunderstandings and helps guide conversations to the best next action more quickly.
Transaction times and accuracy are improved by pushing just the right information to just the right agents at just the right times or via automatic navigation next correct screen, next correct selection on the current screen, new application or new URL.
Fewer keystrokes means fewer clerical errors. Process guidance improves compliance and helps agents through unfamiliar and complex procedures, which also reduces process errors. Don’t forget to factor this reduction in errors into your ROI for desktop automation. Errors often result in customer callbacks, losses, chargebacks, and for some companies, product-return and re-ship costs. In some cases, the most significant financial benefit of agent guidance and desktop automation might simply be better first-call resolution.
Finally, in terms of cost-saving benefits, if your desktop analytics solution has the capability to send commands to a server, you could realize substantial savings by automating a variety of manual processes. Virtually anything that your agents are tracking via tick sheets and manual logs could probably be automated via triggered commands that pass data from the agent screens to a database. With a bit of creative programming, call center organizations could automate their call disposition process, post transaction information to databases or trigger the delivery of confirmation emails to their customers in real time. With an integrated desktop analytics product, users can capture any value from agent screens and attach it to the current recording as a search parameter.
In addition to cost savings, your ROI for desktop analytics could include using the solution to generate revenue, especially in a sales or upselling environment where better contextual scripting or quick access to product information could result in incremental sales.
The ROI model for desktop analytics is strong enough that a simple AHT-savings proposal usually makes the case. We’ve devised a number of ridiculously conservative ROI proposals for HP Qfiniti Optimize and have yet to encounter a customer that wouldn’t break even within the first year with the purchase of this solution and a moderate implementation effort. If you’d like to learn more about desktop analytics, we’d be glad to explore how this solution could radically improve your understanding and control over your cost and savings drivers.