How Determine the Technology ROI: From the information you have compiled in the earlier Business Review section it is now possible to breakdown all of your activities to the smallest factor in order to establish the ROI Technology Multiplier. Phase One Use these figures to help lower the costs from your current suppliers. If you’re unsure as to what you can expect, please fax the data to us on 0870 005 3082 with your return details and we will point you in the right direction. Phase One will contribute to reducing your costs and paying towards any potential new investment.
Phase Two This information forms the basis of the ROI calculation. The objective is not to create a time and motion study but to provide a snapshot of what your costs are and what the possibilities are.
By adjusting the performance output will obviously increase revenue, but how that is repeatedly achieved in a cost effective manner is crucial to achieving the ultimate ROI.
Phase Three Human Resource figures help identify the costs associated with recruitment, management and training. The better the systems you have in place the more effective your training will be.
Telesales & Auto Diallers Typical performance by a telesales operator would be to make approximately 50 calls per day, dialling manually.
By implementing an
Automated Dialling system it is possible to increase this performance to 200 calls per day.
Manual Dialling = 50 Calls Per Day
Progressive Dialler = 200 Calls Per Day
Productivity Increase 400%
However, there is more than one factor involved, for example, if the phone calls are to make appointments, the calculation is, for every 100 calls, ten decision makers are spoken to. For every ten decision makers spoken to, one appointment is made, equating to a ratio of
1:10 .
Over the course of a month:-
Manual approach = 10 Appointments
Automated Approach = 40 Appointments
Voice Recording & Agent Evaluation Software
A telesales team or anyone using the telephone in a sales environment, maintaining the standard ratio of contacting decision-makers to make appointments is approximately
1:10. The only method of increasing this ratio is through training and coaching.
Voice Recording systems enable supervisors to record sales calls and coach their staff in a variety of ways using Agent Evaluation Software to improve their techniques with accurate and genuine data.
Coaching telesales teams whilst using Voice Recording will increase productivity from 1:10 to at least a
2:10 ratio.
Voice Recording applied in conjunction with Autodiallers (predictive or progressive):
Over the course of a month:-
Manual approach = 20 Appointments
Automated Approach = 80 Appointments
By implementing a combination of technology components it is possible that the ROI calculations become positively skewed as the percentages become higher and a simple addition of the two figures.
Integrated CRM Database The statistics point towards a Return on Investment of between
16% & 1000% , however, put a little simpler, a well structured CRM database can provide all the necessary business process functionality your business will need. Therefore, implementing the CRM Database will enable you to cope with the increase in business created by the new technology systems creating more profit.
It always pays to be efficient, but the key is to focus on this element ensuring that the technology teams bear this in mind when reviewing all of the tasks and functions carried out by various members of the group.
For more information, please refer back to the CRM section under Technology Review.
Call or Contact Centre Working If your business receives a high number of calls or if the calls you receive are primarily sales and income related, then it will be important to establish the percentages between enquiries, sales, complaints and so on.
Considering that any amount of marketing can be costly, structuring your business to manage web or branding orientated activities is essential.
Contact Centres can contribute up to
300% ROI however this does not allow for web-based activities such as
Web Chat, assisted browsing or
SMS messaging. These additional features will push up the ROI even more.
If you would like some assistance determining your ROI please contact us on 0800 970 9751 or email us at
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