Spectrum Corporation recently issued a white paper explaining the cost benefits of its call center reporting solutions, of which there are many. The company's call center reporting software is used to tie together disparate legacy call center systems, and thus help companies get more mileage out of those systems - as well as gain greater insight into call center operations.

Specifically, the white paper says, "any hardware or software investment made for the contact center should contain ROI information that supports the purchase of these items. Lacking hard ROI numbers then requires the contact center manager to fall back on soft ROI numbers and the result, more times than not, is a rejection of the requested funds."

As the paper shows, "software and hardware for the contact center can be justified using acceptable or hard return on investment numbers."

It then proceeds to outline the various cost benefits, framing them in terms of the return on investment from each one. Bear in mind that some of these cost savings come about indirectly: Basically what it comes down to is that organizations can uncover many new opportunities for efficiencies by tapping into additional silos of data, unifying them, and then automating the delivery of reporting to increase responsiveness.

Here's a quick rundown of the main points:

Staff reduction: Reducing staff or re-allocation of staff resources whether in the Sales Contact Center or the Service Contact Center is a cost savings to the organization.

Call and email deflection and/or reduction: The average cost of a call is $5.50 per call, an e-mail costs a fraction of that.  When properly used Spectrum (News - Alert) Enterprise Software and the Display Solutions will reduce the number of calls that are received by the service desk and the IT department.

Reduction in training/hiring costs: Before hiring and training new or existing agents there has to be a level of justification. Spectrum Software can display on wallboards, plasma's and screen pops how many agents are on ACD Calls and how many are on non ACD Calls.

Real estate expense savings: By reducing staff additional real estate is not required. If at the end of a shift and the beginning of a new shift the call volume is low certain agents can leave early and other agents are not required to be in at the start of their shift.

Telecom expense reduction: Spectrum wallboards have a life expectancy of over 10 years. The wallboards can be re-used time and time again.

Savings in depreciation expense: Spectrum wallboards are very durable and have a Mean Time Between Failure of over 100,000 hours.  This longevity allows the customer to depreciate the wallboards over 10 years rather than over 5 years. 

Increase in customer revenue: Revenue in contact centers will increase as customer calls are answered quickly.  Financial organizations, catalog houses and reservation desks measure historical data in seconds and not minutes.

To download a free copy of this informative white paper, click here.