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Primary Matters Announces ROI Study on ICMI Consulting Assessment Services

Kenwood, CA – July 13, 2006 – Primary Matters, Inc., expert provider of activity-based planning and analysis for contact centers, announces a new ROI study revealing the business impact on contact centers that have received the consulting assessment from the International Customer Management Institute (ICMI).

Typically, contact centers recruit ICMI for their consulting assessment when problems persist, but there is considerable difficulty identifying the root cause of the issues. Common examples of these issues could include budgeting challenges, high agent attrition, or suffering service levels. ICMI specializes in pin-pointing the root cause of problems, and developing specific action steps to provide solutions.

Some of the areas reviewed by ICMI’s consultants while searching for gaps between their current and desired state include:

  • Quality Assurance
  • Hiring
  • Call Routing
  • Customer Satisfaction
  • Staff Utilization
  • Process Improvement
  • Technology

After these and other key areas are thoroughly assessed, ICMI provides a report of their findings and a plan of action. Although ICMI knew that their clients received tremendous benefits from implementing the recommended steps to solve their problems, they were not able to quantify those benefits.

Primary Matters, through the use of their activity-based analysis solution, The Primary Matters Guide®, defined the ROI that ICMI’s clients received from their services. As stated by Brian Hinton, president of Primary Matters, “By defining the improvements in process, operations, and technology utilization, we were able to accurately quantify the bottom line impact that these contact centers experienced through implementing ICMI’s recommendations”. ICMI’s Linda Harden replies, “The improvements were obvious from an operational perspective, however Primary Matters enabled us to show our clients the bottom line financial impact from making the necessary changes.”

To view a copy of the study, please visit the Primary Matters website at the following link:

ICMI ROI Study-Consulting Assessment

About Primary Matters, Inc.

Primary Matters, Inc., provides software products and services that enable activity-based budgeting, planning and business impact analyses. The company’s solution improves budgeting processes and planning decisions in virtually any operationally intensive business environment. Its flagship product, The Primary Matters Guide® is activity-based, content rich software that uncovers underlying costs of corporate functions such as contact centers, sales groups, field organizations, technical support groups, and any other operational function that is activity, task and resource based. With The Guide, business goals are linked to the resource requirements needed to meet these goals. For more information call (902) 794-7095, or visit

About International Customer Management Institute (ICMI) Inc.

The International Customer Management Institute (ICMI) is a global leader providing the call center (contact center, help desk) industry with consulting, training, publications, events and professional membership services. ICMI’s mission is to help individuals and organizations improve operational performance, attain superior business results and increase the strategic value of their customer contact services. Through uncompromised objectivity, a passion to discover and further the best solutions and management practices available, and a commitment to fostering a worldwide community of professionals, ICMI has earned the trust of organizations around the world. For more information:, 800-672-6177, 410-267-0700


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Last modified: July 12, 2006 .