No one learns how to navigate a dangerous neighborhood in the safety of a classroom. Likewise, you won't become street savvy when you let a Vendor ‘Sell’ you a ‘Free’ ROI study. By no means, take the freebee! Beware! Vendors often tailor ‘Free’ ROI assessment studies to capabilities bound by limitations of their technology. These Vendor-Centric studies can limit the true potential of the business.
Tip: Before you put your career and reputation on the line, read the Complete Guide to Call Center ROI, scrutinize the ‘Free’ findings and make your own judgment. Own it!
In the Customer-Service business, return on investment (ROI) for Knowledge Management Solutions is typically determined by calculations on cost-savings/cost-avoidance basis. There is a great opportunity to achieve a significant ROI by generating revenue while servicing customers. Cost-savings/cost-avoidance based ROI usually results to a much harder sale and in most cases a longer budget approval cycle.
While most of the emphasis of the calculations is suggested on very specific performance metrics, suitable for a throughput-centric call center, very few calculations take into account the evolution of a call center from throughput-centric environment to a quality-centric and ultimately customer-centric profit center. As business strategies change to adapt to the economic environment, Customer-Service should also be aligned accordingly to meet new strategic goals.
This paper intends is to expose ROI calculations from the Customer-Service-Business point of view as opposed to Solution–Centric limited view. The paper will further discuss different types of technologies currently available in the market and evaluate their ability to meet the requirements of highly demanding modern Customer Service Business.
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