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Article : Why Telephony Costs Are a Red Herring For The Contact Centre Industry

For years South Africa’s contact centre industry, its promoters and its detractors have focussed on telephony as the single biggest cost facing operators. We’d like to argue that this is a red herring: yes, South Africa’s call costs are high, but they have been coming down steadily for several years. If they ever were, they are no longer a burning issue.

One advantage of a focus on phone bills, apart from the temptation to blame Telkom for all our woes, is that they’re easy to measure. Another advantage is that it’s easy to sell lower call costs, which explains why industry suppliers have kept the issue alive for so long.

When people aren’t focusing on call costs, they tend to concentrate on technology costs – hence the popularity of open source-based PBX systems. But if one takes a step back to look at contact centre costs in total, a very different picture emerges. In reality, 60-70% of the costs at most contact centres are staff-related.

To put it another way: contact centres are people businesses, not technology businesses. To run them effectively and profitably, operators need to focus most of their attention on the people, not the technology.

The technology is a critical tool, of course, but it should always be approached strategically: what does it need to do? More specifically, what does it need to do to help the business earn money?

Approached this way, the question becomes not how many bits of equipment described by three-letter acronyms suppliers can sell, but what functions the technology needs to support.

Thinking of technology as a service, not a collection of equipment, enables operators to move beyond the old "buy or rent" dilemma. A combination of technical evolution and the increased availability of bandwidth mean it’s now possible to buy technology services from a hosting provider on a pay-per-use basis. The hosting provider is responsible for managing issues like integration, maintenance, upgrades, backups, licensing and all the other things that otherwise tend to eat up contact centre managers’ time.

Not only does hosting allow managers to focus on where their efforts will have the best results, it also works out cheaper. Spreading the cost of hardware, software and skills across a larger user base enables lower per seat or per hour cost. Finally, it also dramatically shortens time to market: instead of waiting up to three months to go live with on-site technology, it can be done as soon as people can be found to fill the seats.

The core business of a contact centre is communication, not technology. Hosting allows operators to keep their focus where it should be.


About 1Stream:
Company Logo1Stream are providers of Hosted Contact Centre technology. The hosted or “software as a service” model offers affordable, pay-per-use access to world-class technology including a complete range of multi-media applications to route, record and report on any contact centre activity. 1Stream also offers ongoing support and consulting services to help clients extract maximum value from their technology services.
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Today's Tip of the Day - How To Choose Speech Recognition

Read today's tip or listen to it on podcast.

Published: Wednesday, February 25, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
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