Akin Toffey's Discussions
Cost Estimate for IVR
6 Replies
Started this discussion. Last reply by Mark Behrens Jun 21.
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Hatch, you might be about done with all the help with this thread but I need to through a hat in your direction. The company I work for Avtex just performed a webinar about work at home agents (WAHA) last Tuesday and I can provide you a link to a ...
Pam, your white paper was very informative and well written. I am sure that companies investigating the at-home agent model would benefit from reading it as part of their research.
My company does this for businesses every day. There are several platforms that work well in this heterogeneous environment with proprietary software. One of them is EasyRun. It alows the integration of all media types and provides for at home wor...
I'm very late to this thread, however if you'd like the perspective of a manager that oversaw rapid growth of a call center (from approximately 1000 calls/month to over 21,000 calls/month in less than 8 months let me know. We have gone through the...
Hatch - you've already gotten some good responses on this, but here's some more. It's really not possible to answer your question without more information about:
1 - your telephony platform (PBX/ACD)
2 - what kind of IVR
- these two alone are cri...
For the expertise in home-based agents you may also want to check with Jim Farnsworth of VirtualWirks. He lives and breathes home-based call center design, management and improvement. I was just recently introduced to him and already struck by the...
Hatch,
I know this is a little late, but I am new to this site. I have seen a lot of information posted about my company inContact. We are the ones that helped ConAgra with their at-home worker solution and were also involved in the webinar that ...
Hatch,
Are they considering outsourcing the call center work? If so, they should just have the outsourcer supply the IVR (and all other related technology). That will give them a variable cost model for the call center technology and allow them t...
Have you asked your switch vendor?
They will probably be able to give you the answer you're looking for, if you have some decent stats on the anticipated call volume, call flow, etc. If you already have a switch, is an IVR already there but not a...
Prior to spending the money on a purchase of an IVR and dealing with the maintenence etc. You may want to consider outsourcing the solution. I do not work for an outsourcer but I have in the past and there are some huge advantages at least in the ...
Hatch,
There are a couple of issues with getting a quote on IVR. The actual cost of the IVR is not the kicker, it’s the cost of the ports you need to get the call to the IVR. Do you know about how many ports you are looking at? Our solution has b...
Hatch:
I usually have my clients remove IVRs as they are a barrier to good service and create more costs than they save. Customers hate them. Your client would be better off studying demand and designing the work around these demands.
I doubt th...
First, I would like to thank everyone who responded to my discussion about "Call Center Capability for Start-ups". There was both interesting information as well as a host of members who offered to assist. My client and I are evaluating the respon...
Hatch, we would be more than willing to speak with your colleagues about their call center plans. Working Solutions has been providing outsourced, home-agent services for over 13 years. In addition we also support a number of clients with technolo...
Profile Information
- Company Name:
- Akin Associates
- Industry:
- Consulting
- Are you a member of the ATA (American Teleservices Association)?
- No
- Job Title or Area of Expertise:
- Principle
- Total Number of Contact Center Agents (FTEs):
- 150
- Do you have a LinkedIn or other networking site profile you would like to link to?
- http://www.linkedin.com
- I am available to help other members by answering questions in the following areas:
- I am currently providing a customer satisfaction project with a medium sized call center that supports a major cellular provider. I am interested in the lastest insights into customized survey vehicles.
Comment Wall (2 comments)
- At 2:54pm on November 15, 2009,
pavan said…
- Hi Akin,
Thank You for the prompt response. Basically we have a tie-up with more than 100+ top most call centers across the globe looking for Inbound projects. I'd like to know what kind of current inbound projects you provide to the call centers? We can find good vendors accordingly.
You can mail me the details to pavan@excelout.com
Waiting for your positive response.
Thank You.
- At 11:38am on June 6, 2009,
Pamela Dodrill said… - In the case of start up I definitely recommend going with a hosted telephony offering. They can get you up and running very quickly with low cost of entry. There's a new player in the market - Beyond Mortar. I've been working with them a lot to develop the solution and go to market strategy. One of the choices they made is a big differentiator and it is their pricing. It truly is a Pay only for what you use model. For start up, it's the best solution that's out there (in my opinion). The technology itself is tried and true - I'm very confident in it. I'd reach out directly to Kevin Hayden. His phone number is 206.508.1319 ext. 778 or kevin@beyondmortar.com. Hope that helps!
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