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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
Page 9
For this reason, we have found that “timelimiting”
the effort is a great tool. A general
rule of thumb is to plan to spend no more
than 15 percent of the overall IT project’s
time building a business case. If you’ve
blown through this deadline for completing
the business case, you will have fallen into
over-analysis. You’ll do well to set a hard and
fast time limit and then stick to it.
BUSINESS CASE TIP #12
Build a time-phased plan.
Another common mistake we have seen
companies make is attempting to lump too
much into a single contact center IT project,
causing the project to collapse under its own
weight. A good way to avoid this mistake is
to time-phase the effort, where a “phase”
actually represents its own discrete IT project.
You can then group the phases as necessary
to constitute an overall project plan.
As much as possible, attach ballpark cost estimates
or cost ranges to the different phases of
the project plan so that effective budgeting
can take place. When creating a ballpark estimate
for a phase, be sure to seek the advice
of your most senior project and IT people. If
you don’t have anyone with the necessary
expertise, hire them from the outside.
BUSINESS CASE TIP #13
Start now.
Whenever you consider the challenges of
building a business case for a contact center
IT project, there’s always the temptation to
put off getting started until you know “just a
little bit more.” Yet, due to the very nature of
contact center IT projects, you can never
know all you need to know before you start.
What’s more, the requirements are likely to
change as the project gets underway and the
full scope of the effort becomes clearer.
Waiting for complete fidelity in this kind of
fluid environment is an exercise in futility.
The only answer is to get started building
your business case now using the best information
you can summon.
CONCLUSION
There you have it, a “baker’s dozen” of
insider tips for building a business case for
contact center IT investment. If there is any
single take-away from this discussion, it’s to
think of building a business case not so much
as an IT issue but first and foremost as a business
issue. We hope you have found this
discussion thought-provoking.
To learn more about Inova and how we can
help you build IT strategic plans and business
cases to help optimize your contact center,
call us at 434.817.8000.
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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.
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