15 May 2012
Is your on-demand call centre the real deal?
Insist on “elastic” scalability and responsive provisioning at low cost
One of the most topical issues in call centres currently is the “on-demand call centre”. It implies being able to grow and shrink your agent pool in line with the ebb and flow of demand, without being concerned with details like being under- or over-provisioned with resources (bandwidth and scale of application support).
“In short,” explains Rob Lith, Director of Connection Telecom, “Resourcing mustn’t be a worry and it must happen seamlessly. Required changes must happen at the speed of business, and you most certainly don’t want to be charged for excess capacity or ever be left under-resourced.”
The efficiency of this model promises significant savings. Nevertheless, buyers should carefully scrutinise the offer on the table: does it give you all the possible benefits of an on-demand call centre, and at what cost and compromise?
Identifying true ODCCs
The example of Takealot.co.za, an online retailer, serves to illustrate what a true on-demand call centre entails:
Takealot’s promise to customers is to deliver any orders placed before 1pm on the same day. To handle the spike in demand, the company has to sharply increase its normal capacity before 1pm and back down again shortly afterwards. This must happen quickly and seamlessly – an infrastructural delivery capability best described as “elastic”.
Several things work in concert to make elasticity possible. The seamlessness of the variation is firstly the result of delivering bandwidth and application resources as a managed service – that is, in the background.
Virtualisation of the computing infrastructure is another contributing factor. As an architectural design feature that separates the customer’s requirement for capacity from physical infrastructural resources, virtualisation makes it easier to deliver just enough capacity.
By contrast, non-virtualised call centres are by their very nature over-provisioned to cater for times of peak performance. They are therefore routinely underutilised, as their spare capacity cannot be divorced from the underlying infrastructure to be put to better use elsewhere. All this happens at immense upfront capital expenditure and on-going operations and maintenance cost over multiple years.
Takealot’s other non-negotiable requirement was speed of provisioning, as it needed to be up and running in six weeks.
The way to achieve this is through a standards-based hosted call centre platform that can easily and quickly be made to slot into the customer’s call environment. With a standards-based platform, all the customer needs is an Internet Protocol-based broadband connection to be up and running in no time.
Non-standard platforms, on the other hand, cannot claim to be on-demand, as they require an immense upfront integration effort, leaving the provider powerless to deliver much this side of six months.
ODCCs are also typically not as expensive as their proprietary counterparts. Such systems are notorious for requiring that customers buy the entire spectrum of functionality of the platform, including some it will never use.
By contrast, a true ODCC based on an open-source software-based system offers core functionality at per-extension pricing that is close to a normal telephony service. At a reasonable additional cost, extras like dialling campaigns, agent queues and reporting can be included.
In the example of Takealot, for instance, call centre management was provided with reports of peak-time call distribution across agents to enable it to ramp up resources when necessary. Caller ID functionality revealed missed-call numbers, allowing the service-obsessed company to phone back customers it missed.
However, should a call centre not have use for this functionality, it need not procure it.
Built for purpose
In short, an ODCC can rapidly meet the core functionality and capacity needs of the average call centre, by virtue of being hosted, virtualised and standards-based. This can greatly shorten the time to market for new call centres and decrease their cost, provided the buyer carefully scrutinises the contract.
About Connection Telecom
Connection Telecom was founded in 2004 as a pioneering, independent provider of proven carrier-grade IP PBX solutions to Southern African businesses. The company’s team boasts more than 80 years in collective telecommunication experience. Connection Telecom offers a voice service that straddles both the functionality of routing calls within the organisation as well as outside minimising the cost of making the call. The Telviva family of enterprise PBXs and other products are aimed at enterprise customers, smaller businesses and vertical industry applications. Feature-rich, managed and open (extensible), these solutions allow freedom of choice in handsets and add-ons, a low total cost of ownership. The company has offices in Cape Town and Johannesburg with on-site support in 28 locations. Its major clients include Engen Petroleum, FNB, Lewis, RMB Asset Management, UCS, Old Mutual Finance and Vox Telecom. For more information please visit: http://www.connection-telecom.com/
About Rob Lith
ICT industry heavyweight and Internet specialist Rob Lith has been involved in the industry for the last 20 years. Coming from a strong sales background and with a lifelong interest in technology, Rob has an in-depth knowledge of Internet markets, technology and products. He sees VoIP, location based services and presence as the “next wave” of technological advancement. Rob started out in the retail sales business in London in 1978, returning to South Africa to join Compustat in 1989, soon moving up to Durban to head up its KZN branch. He found a like mind in Steve Davies, who became his long term collaborator. Rob extended his knowledge of the SA technology and Internet business at Internet Africa (which became UUNET, then WorldCom, then Verizon), before striking out on his own in 2003 to co-found Connection Telecom.