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Primary Matters Releases White Paper on Contact Center Revenue Analysis

Kenwood, CA,  (April 3, 2006) Primary Matters, Inc., provider of activity-based contact center analysis, releases a new White Paper titled “ Financial Contribution Analysis for Contact Centers...Activity-based Decision Making in Revenue Producing Centers”.  This paper provides key insight on how to reveal your center’s contribution to your organization’s bottom line and how to win the approval of corporate management when presenting funding requests.

Unless a contact center is specifically responsible for driving revenue such as an outbound telemarketing center, it is usually not regarded as a strategic part of an organization. Therefore, it makes the center an easy target for budget cuts and lack of investment dollars. Activity-based analysis is now enabling the revenue-producing center to reveal its current and potential value, and to be viewed appropriately as a profit center rather than just a cost center.

As you will learn by reading this paper, activity-based analysis is revolutionizing the way that decisions are made regarding the contact center. In addition to providing detailed analysis regarding the cost implications of proposed initiatives, the activity-based revenue analysis also enables you to see the financial contribution that will flow directly to the bottom line. By providing detailed reports on the impact of proposed projects, activity-based analysis will enable the contact center to make better decision regarding proposals such as:

  • Adding cross-sell or up-sell scripting to incoming support calls
  • Investing in productivity enhancing software
  • Improving sales training for agents
  • Initiating a direct mail campaign
  • Investing in an outbound dialer


As stated by Brian Hinton, President of Primary Matters and author of the paper, “Using activity-based analysis, we have successfully assisted many customers in uncovering and proving to upper management the bottom line impact that the center is having on their organization. Credible analysis on the contribution to profit that will be generated by proposed initiatives has proven to garner management support and increase the flow of investment into the center”.

You can view a free copy of the paper by visiting our website at the following link:

Financial Contribution Analysis for Contact Centers

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



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Last modified: May 31, 2006 .