White Paper
Communication for the open minded
Siemens Enterprise Communications
www.siemens.com/open
Dick Bucci, Senior Consultant
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Best Practices and Technology for Small Contact Centers
Best Practices and Technology for Small Contact Centers 0 .0 .200 I 2
About the Author
ABOUT THE PELORUS GROUP 1
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ABOUT THE AUTHOR (www.pelorus-group.com)
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Best Practices and Technology for Small Contact Centers 0 .0 .200 I 3
Contents
About the Author 2
Contents 3
Introduction 4
Importance of smal l contact centers 4
You do have a contact center – probably severa l 5
Special challenges of smaller contact centers 6
Overcoming the challenges 7
Technology requirements 10
A Suite Solution 12
Summary 14
About Siemens Enterprise Communications 14
Best Practices and Technology for Small Contact Centers 0 .0 .200 I 4
Introduction
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Importance of small contact centers
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Contact Centers and Agents by Agent Size
USA (2006)
Number of agents
Contact Centers
Agents
Value Percent Value Percent
150 or fewer 62040 94% 1593900 48%
151 or greater 3960 6% 1716000 52%
Totals 66000 100% 3309900 100%
Source: The PELORUS Group
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Best Practices and Technology for Small Contact Centers 0 .0 .200 I 5
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You do have a contact center – probably several
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Special challenges of smaller contact centers
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Hard to maintain service levels
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Limited information technology (IT) support ( ) .
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Absenteeism and adherence deviations have a large impact on service levels
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Best Practices and Technology for Small Contact Centers 0 .0 .200 I 7
Assuring compliance with laws and regulations . the:
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Retention is critical .
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Overcoming the challenges
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Achieving service levels goals , .
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Best Practices and Technology for Small Contact Centers 0 .0 .200 I 9
Managing absenteeism .
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Making time for evaluation and coaching
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Compliance and liability , ,
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Best Practices and Technology for Small Contact Centers 0 .0 .200 I 10
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Technology requirements
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Agents in Contact Center 25-50 500 - 1000
% 66%
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11% 21%
% 85%
P <1% 10 13%
Source: Contact Babel, The PELORUS Group
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Must Haves Should Haves
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Interactive voice response (IVR) - .
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Intelligent call routing
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Screen pops .
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Scripting tools .
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Automated call recording . ,
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Messaging
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Scheduling software .
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Predictive dialing .
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Speech analytics
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Best Practices and Technology for Small Contact Centers 0 .0 .200 I 12
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Campaign management .
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A Suite Solution
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Tight integration .
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Centralized Administration .
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Single point of contact accountability ,
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Coordinated system upgrades
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Summary
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About Siemens Enterprise Communications
Siemens Enterprise Communications is a joint venture between the private equity firm The Gores Group, a leading private equity firm, and Siemens AG. The joint venture incorporates Siemens Enterprise Communications GmbH & Co. KG and the businesses of Enterasys Networks and SER Solutions, creating a new leader in enterprise communications – strong in unified communications, contact centers and secure networks. More than 14,000 employees worldwide follow an Open Communications approach, providing enterprise communications and data networking solutions for enterprises of all sizes. This enables business processes to be more productive, faster and more secure within any network or information technology infrastructure. For more information about Siemens Enterprise Communications, please visit www.siemens.com/open
Communication for the open minded
Siemens Enterprise Communications
www.siemens.com/open
©Siemens Enterprise Communications GmbH & Co. KG
Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
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About Siemens Enterprise Communications Group (SEN Group)
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