A Primary Matters Total Cost of Ownership/ROI Analysis . . .
The Impact of Adding Web-based, IVR-Voice Recognition, Self-Help to the FAQ and Case Management Solutions of a Technical Support Center
February 27, 2003
Primary Matters, Inc.
Table of Contents
The following chart illustrates the financial and labor impact of upgrading a typical technical support center's self-help resources. In particular, adding Web-based, voice recognition support to the IVR FAQ and Case Management for access by the field organization. The field organization is primarily traveling from one customer site to another, and has limited access to the Web. Improvements in the IVR script are paramount to making a self-help environment effective.
The following chart shows the cumulative cash flow impact, by quarter, of the IVR Case Management Upgrade project. Noting that the project doesn't start until the second quarter, breakeven on the project occurs at the end of the 5th quarter (the end of the 6th quarter of this model).
This chart identifies the before and after change in headcount due to the project.
THE BLUE AREA REPRESENTS HEADCOUNT REDUCTION!
This chart shows the impact on the Technical Support Center cash budget.
THE BLUE AREA REPRESENTS BUDGET SAVINGS!
Major Initiatives and Benefits to The Company from the Self-Help Upgrade Project
The goal of the Web-based, IVR, Voice Recognition FAQ and Case Management Upgrade Project is to significantly increase the use, by the field organization, of the current IVR and Web platforms by expanding its capabilities to provide more services for FAQ and Case Management. By doing this, the calls handled by technical support personnel will be significantly reduced, thus leading to both short and long term cost savings. The following highlights the major emphasis of the project:
Web-based, IVR, Voice Recognition Frequently Asked Question (FAQ)
There are 9,000 technical information support queries into the support center per month. The Web-based, IVR, Voice Recognition solutions could reasonably reduce these in half. The remaining 4,500 calls will still go to Tech Reps. Their average duration will increase from 4 minutes to 4.67 minutes per call, since the support personnel will handle the more complex calls.
Web-based, IVR, Voice Recognition Case Management Solutions
Personnel in the field create, review and modify cases by calling the technical support center and going through the information with the tech rep. The goal of adding Web-based, IVR Case Management is to enable a significant number of these calls to be off-loaded from the reps. The Web-based, IVR, Self Help Case Management solutions will provide the ability to:
These applications will reasonably enable:
The calls routed to technical support reps will increase in length as shownJune 3, 2005l productivity gain (the rate at which field personnel begin to use the self-help features) is estimated to take one year.
This table summarizes the project upgrades and assumptions that are used in creating this Business Impact Analysis.
Labor Types and Compensation
Systems, Offices and Telecommunications Expense
The Baseline has included the costs of several technology solutions for the agents, office expense and telecommunications expense. These are:
The total project costs are anticipated to be $785,000. These are allocated as shown in the table below.
The following lists the Activities entered into this model. Not all of the Tech Rep calls or activities have been entered...only the Activities that vary due to the Web-based, IVR, FAQ Self help and Case Management project need to be modeled to analyze the impact of the solution.
Detail of Activity Costs - Opening a New Case in January 2004
Three-Year Trend in the Variable Cost of Case Management Requests with Web-based, IVR Upgrade