DSC Tech Library
This section of our technical library presents information and documentation relating to Contact Center technology and Best Practices plus software and products.
DSC is a leading provider of contact center technology and software solutions as well as predictive dialer phone systems for the modern call center. Customer contact center software includes CRM software and computer telephony integration solutions. These modern products help call center phone agents communicate effectively with your customers and prospects.
The following article presents product or service information relating to contact centers and customer service help desks.
Building a Business Case for Contact Center IT Investment
Here are some example project drivers for the
- Reduce calls waiting by X% for a set of
- Deliver key performance indicators (KPIs)
to agents in near real-time (i.e., less than
three seconds) showing performance over
the last day, week, month, etc.
- Improve scheduling accuracy by Y% by
checking actual staff performance against
plan in real time.
- Reduce dropped calls to less than 1% by
assessing IVR health in real-time and rerouting
calls as necessary.
BUSINESS CASE TIP #4
People, process, and then technology.
We have all heard of IT projects that were
pronounced a technology success at the start
but that later floundered because they were
never accepted by the people who would ultimately
use the system. We have also heard of
projects that have failed because the
processes they imposed were too onerous or
did not accomplish their intended goals, and
thus were circumvented by informal manual
This anecdotal evidence provides an important
reminder as you set about building a
business case for your contact center IT project.
Always start with a thorough understanding
of the people and their roles in the day-today
operation of the business. Next, make
sure you understand the processes they carry
out on a daily basis, including diagramming
those processes if necessary. Finally, consider
the technology, always keeping in mind that
if a project’s technology doesn’t fit the people
and processes, it will never succeed.
BUSINESS CASE TIP #5
Challenge what “everybody knows.”
When building the business case for your
plan, it’s important to challenge what “everybody
knows” with regard to the underlying
issues the project is intended to address. Such
catch phrases as “we have always done it that
way,” “that would be too expensive,” and “we
rejected that idea a long time ago” are usually
good indicators of this mindset.
For instance, there are many contact center
industry measures and processes that have
become institutionalized over the years - e.g.,
measures of Calls Waiting, Average Speed of
Answer (ASA), Service Level, etc. There is
no question that when viewed in real-time,
many of these can be valuable measures of
customer satisfaction at certain organizations.
Nevertheless, it’s important to ask, “What are
the most valid indicators of customer satisfaction
at our organization?” For instance, a
logical follow-on question might be, “Would
a customer be willing to wait awhile longer if
he or she received exactly the right answer
when speaking to an agent?” The answer to
this question and others like it may surprise
you and lead your IT project’s business case
in a new and more meaningful direction.
CRM Contact Center Software
Database Systems Corp. (DSC) has been providing CRM Customer Relationship Management solutions to businesses and organizations for 2 decades.
TELEMATION is a Customer Relationship Management (CRM) application employed in a wide variety of organizations including contact centers, help desks, customer service centers, service bureaus, reservation centers and corporate call centers. The package has extensive CTI features and is fully integrated with our PACER phone system. TELEMATION operates on Linux, Unix or Windows servers. Software programmers can develop call center applications quickly using the robost features found in the Telemation toolkit.