The answer is a
resounding YES! In the quality monitoring world, offering a
system design that maintains broad features and functionality
is not difficult, but it first requires stepping “out of the
box” and challenging the conventional wisdom that solutions
must be large and complex. And, with a simple analysis of how
quality monitoring is developed, packaged and deployed, the
logic behind pricing a cost effective system emerges.
Conventional Wisdom Challenged
In any call center, one of the first considerations is
software integration to an existing ACD environment and,
subsequently, how that integration will be controlled. There
is a common myth that recording solutions must be CTI
integrated to perform properly. This simply is not true.
Not everyone knows that all major ACDs provide a
“standard” ACD record interface that permits call recording
for monitoring purposes. Hmm. So, if it’s readily available
why not simply use this type of connectivity for recording?
The answer may lie in bottom-line. Many vendors hold two
beliefs: first, to justify the cost of the software, it should
be complex and include “value-added” features, and second, in
order to work properly, it probably has to be expensive.
This ACD record interface positively eliminates the need
for expensive CTI integration in a cost-controlled quality
monitoring environment. By taking full advantage of this
standard, yet alternative, integration and by bypassing CTI
(coupled with a little common sense and old-fashioned
ingenuity) it’s very easy to record for monitoring and
maintain superior performance. In fact, the desired number of
monitoring sessions over a given period of time can be
implemented using this record interface to meet any call
center’s quality monitoring requirements. The best part? It
can be used quite effectively without sacrificing
functionality.
Turnkey Solutions on Standard Equipment
Another significant factor in maintaining cost is
deployment. Delivering a turnkey system on industry standard
equipment that is pre-configured can greatly reduce the final
cost for quality monitoring software when delivered. Major PC
manufacturers have control over their inventory and are able
to provide their technology and expertise at a moment’s
notice. By offering turnkey systems that use industry standard
hardware as base technology, product time to market is
reduced, system quality is higher and long-term serviceability
is better. The rule here is to find vendors that stick to
their core business—developing software. To keep costs low,
vendors should let the major hardware manufacturers provide
the hardware and subsequent equipment maintenance.
In addition, with consistent preconfigured platforms,
alternative installation methods are possible. For example, a
company could opt to deploy via the Internet for core products
as an alternative to more expensive on-site installations. The
potential for a huge reduction in deployment costs for a
majority of installs now exists, and the quality monitoring
provider could pass on those savings to their customers.
Sales Model
The last area to be addressed when considering the cost
of a quality monitoring solution is the vendor’s
business/sales model for the solution. Most buyers expect to
see the salesperson in their office for the traditional
handshake. However, it’s interesting that 7 out of 10 on-site
sales calls do not result in a sale. The average cost of an
on-site sales call approaches $1,000. Who pays for all those
non-productive sales calls? You do, as these costs are
naturally factored into the quality monitoring product as a
cost of doing business.
In strong support for a lower cost alternative to the
traditional business/sales model is Dell Computer Corp. While
hardware manufacturers were struggling in the 1980s to build
brick and mortar establishments, Dell chose a different path.
By going “direct to the consumer”—ultimately taking an early
non-traditional path (the Internet) and eliminating “feet on
the street” Dell was able to substantially cut costs and pass
savings on to their consumers. Dell’s used the Web, and their
call center infrastructure supported their customers, as it
does today. Dell is the undisputed, lowest cost provider and
highest profit margin company in the computer industry.
Quality monitoring vendors that eliminate most expensive
on-site sales visits and use the power of the Internet as a
sales medium can offer solutions little impact on the final
cost of the application.
Quality monitoring software can help build valuable
long-term customer relationships and boost efficiency. And, by
challenging the conventional wisdom, considering a turnkey
solution and selecting a vendor with a less costly
business/sales model, it is possible to reduce the cost of
many quality monitoring solutions.
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September/October 2004 Issue of Contact Professional Magazine
