Contenu connexe Similaire à How to calculate and improve the profitability of your Contact Centre? (20) How to calculate and improve the profitability of your Contact Centre?2. Nixxis in a nutshell
• Founded in 2006 by call center experts with 100+ year experience
• Headquarters in Brussels, Belgium
• Good logistic coverage in Europe (9 offices, 30 countries)
• Focus on software development
• Target: customer contact & interaction centers (10 to 500 agents)
• On-site installation and cloud-based deployment
• Go-to-market model / major channels
(integrators, outsourcers, telco providers, end customers)
6. © Nixxis. All rights reserved.
Key Profitability Components:
C.O.S.S. & Gross Profit
Services Revenues
Gross Profit
-
Labor
consumed
Overhead consumed
- Energy
- Depreciation
- Management
- Maintenance
- etc.
+Materials
consumed
CostOfServicesSold
+
+
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Key Profitability Components:
Operating Expenses and Operating Profit
Cost Of Services Sold
Sales of Services
Gross Profit
-
Research & Development
Sales & Marketing
General & Administrative
Expenses
-
Operating Expenses
(non-mfg overhead)
Operating Profit
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Key Profitability Components:
Profit Before Tax
-
Operating Profit
Interest Expenses
Other Financial Gains
& Losses
Profit before Tax
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Key Profitability Components:
Net Profit
-
Operating Profit
Interest Expenses
Other Financial Gains
& Losses
Profit before Tax
Income Tax
on Current Income -
Net Profit
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Main Profitability Ratios
Gross Margin (%) = Gross Profit
Sales
Operating Margin (%) = Operating Profit
Sales
Return on Sales (ROS) (%) = Net Income
Sales
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Your Sales/Revenues Components
Agents/Seat based
Your own infra/somebody else’s
Volume based
Calls received/given, cases handled
Performance based
SLA based
Commission based
Revenue sharing based
MoreRisks
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Your Cost/Expenses Components
Human
Resources
Telecom
70%
Developed
Regions
Technology
Misc.
9%
11%
10%
50% (-29%)
Developing
Regions
17% (+89%)
15% (+36%)
18% (+80%)
Typical Agent Salary: 30,000 $/year 9,000 $/year
Total Costs : 20-22 $/hour 7-9 $/hour
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Your Total Costs are Agents dependent
Volume (Agents)
Cost$
0
Fixed
Costs
Variable
Costs
Total
CostsTotal Costs =
Variable Costs +
Fixed Costs
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How do you dimension your Agent pool?
Time
Traffic(Calls)
8:00AM 8:00PM
Mon Fri Jan Dec
Inbound
Traffic
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3 Choices to make
Traffic(Calls)
Overcapacity =
Loose money
Competitive?
Right capacity =
Loose money
How to Predict?
Under capacity =
Make money
SLA?
Agent Capacity
Agent Capacity
Agent Capacity
Time8:00AM 8:00PM
16. © Nixxis. All rights reserved.
Typical SLA Components
Average Speed of Answer: Measures the average speed in which
agents first answer calls. Expressed in seconds for %age of calls
received i.e. 80/20 means 80% of calls answered in 20 seconds.
Often, “abandoned” calls are excluded.
Percentage of Calls Answered: Percentage of inbound calls
agents answer i.e. 95% of calls answered.
Hold Time: Total amount of time a customer spends on hold.
Handle Time: Total amount of time it takes an agent to handle a
call.
Occupancy: Amount of time agents spend handling calls.
Relevant in deals where the fees paid are related to the number
of Agents employed.
17. © Nixxis. All rights reserved.
Agner Krarup Erlang (1878-1929)
The ERLANG is a dimensionless unit that was originally used in
telephony as a measure of load on telephone circuits.
E=h
is the average Call Arrival Rate
h is the average Call Holding Time (Handle time for Call centers)
So, if the Call Arrival Rate is 2,7 calls/minutes and that the Handle time
is 3,5 minutes, you will need a load capacity of 9,45 ERLANGS.
Roughly, we can say that you will have 10 calls simultaneously.
The ERLANG B Formula calculates the probability of Blocking for
Telecommunication TRUNKS.
The ERLANG C Formula calculates the probability of Queuing for
incoming calls.
18. © Nixxis. All rights reserved.
CAN I DO MORE WITH THE SAME
OR LESS AMOUNT OF AGENTS?
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Save commuting time: Home-working
Startup interface NCS
• ID
• Password
• Extension
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Shorter handling time: Ergonomic screen
Agent toolbar Telephony
toolbar
Campaign/activities
informations
Priority queues & calls
informations
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Shorter handling time: Use of Scripts
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Shorter handling time: Real-time Help
Request for Help from the
Agent
Notification of the request to the Supervisor
Managing the Help request
Chat/Message to the Agent
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Shorter handling time: History review
During a Call – Request of the Contact History
Recording history available
Listening previous conversations
(also during a call)
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Shorter handling time: Callback proposal
Call Qualification (forced or not)
Proposal of a Callback
Programming Callback
(for me, a colleague or my team)
Insertion in the
Callback Calendar
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Shorter handling time: Action Calendar
Appointment calendar management
Many various actions possible
(Script configurable)
Management of several calendars
Appointment confirmed
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Better routing: IVR assistant (Interactive Voice Response)
Chosing
Languages
and Menu
Prompts
definition
Chosing keys
concerned
Ready for
production
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Better routing: Planning Management
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Better routing: Preferred Agent control
Preferred Agents:
Routing callers to
speak to the same
agent they had XX
days ago
Allow Supervisor conversation listening Activity by Activity
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Blending on various Inbound
Traffic(Calls)
Inbound Activity 1
Inbound Activity 2
Agent Capacity
+
=
35. © Nixxis. All rights reserved.
Blending on Inbound & Outbound
Traffic(Calls)
Inbound Activity 1
Agent Capacity Used
+
=
Outbound Activity 2
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Blending on Multiple Channels
Email Traffic Chat Traffic Social Media
Traffic
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Better dialing: 8 different dialing modes
•Ready for new legislation & government directives
• More results out of the same amount of records
• Improving agent performance
• Reduce campaign cost
Extensive parameters settings can be defined
Activity by Activity (planning, conditional,
qualification based)
39. © Nixxis. All rights reserved.
Better dialing: Predictive vs Progressive
Progressive dialing
Predictive dialing
Dial
Waiting Online
Online Dial Dial Dial Online
Wrapup Waiting Online Wrapup
Wait Online Wrapup
Dial Online
Wait Online
Dial
Dial
Dial
Predictive offers
30-50% more
productivity but
abandoned rate
must be managed
40. Campaign N
Database
Activity 1
Activity 2
Activity N
Campaign 1
Database
Team X
Team Y
Agent A
Agent B
100%
100%Activity 1
Queue 1
Team Z
Agent C
100%
Queue 3
Activity N
Queue 2
Team V
Agent D
100%
Queue 4
Activity 2
41. Campaign N
Database
Activity 1
Activity 2
Activity N
Campaign 1
Database
Team X
Team Y
Agent A
Agent B
100%
100%Activity 1
Queue 1
Team Z
Agent C
100%
Queue 3
Activity N
Queue 2
Team V
Agent D
100%
Queue 4
Activity 2
MultiwaveCampagnis
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Better routing: Profit Based Routing
Dynamic Profit profile can be
associated to Queues
Costs can be associated to
teams
Profit base
value can be
associated to
activities
44. Campaign N
Database
Activity 1
Activity 2
Activity N
Campaign 1
Database
Team X
Team Y
Agent A
Agent B
100%
100%Activity 1
Activity 2
Queue 1
Team Z
Agent C
100%
Queue 3
Activity N
Queue 2
Team V
Agent D
100%
Queue 4
$$$ $$
$$
$
48. © Nixxis. All rights reserved.
More informations:
sales@nixxis.com
+32 2 307 00 00