This short webcasts explains how you can dimension and calculate the profitability of your Contact Centre and also find ways to improve it by getting more from your pool of agents.

1. >>
CALCULATING CONTACT
CENTER PROFITABILITY

2. Nixxis in a nutshell
• Founded in 2006 by call center experts with 100+ year experience
• Headquarters in Brussels, Belgium
• Good logistic coverage in Europe (9 offices, 30 countries)
• Focus on software development
• Target: customer contact & interaction centers (10 to 500 agents)
• On-site installation and cloud-based deployment
• Go-to-market model / major channels
(integrators, outsourcers, telco providers, end customers)

3. NIXXIS WILL HELP YOU LIVE UP TO YOUR
CUSTOMER INTERACTION CHALLENGES

4. © Nixxis. All rights reserved.
Some References

5. MY CONTACT CENTER PROFITABILITY?

6. © Nixxis. All rights reserved.
Key Profitability Components:
C.O.S.S. & Gross Profit
Services Revenues
Gross Profit
-
Labor
consumed
Overhead consumed
- Energy
- Depreciation
- Management
- Maintenance
- etc.
+Materials
consumed
CostOfServicesSold
+
+

7. © Nixxis. All rights reserved.
Key Profitability Components:
Operating Expenses and Operating Profit
Cost Of Services Sold
Sales of Services
Gross Profit
-
Research & Development
Sales & Marketing
General & Administrative
Expenses
-
Operating Expenses
(non-mfg overhead)
Operating Profit

8. © Nixxis. All rights reserved.
Key Profitability Components:
Profit Before Tax
-
Operating Profit
Interest Expenses
Other Financial Gains
& Losses
Profit before Tax

9. © Nixxis. All rights reserved.
Key Profitability Components:
Net Profit
-
Operating Profit
Interest Expenses
Other Financial Gains
& Losses
Profit before Tax
Income Tax
on Current Income -
Net Profit

10. © Nixxis. All rights reserved.
Main Profitability Ratios
Gross Margin (%) = Gross Profit
Sales
Operating Margin (%) = Operating Profit
Sales
Return on Sales (ROS) (%) = Net Income
Sales

11. © Nixxis. All rights reserved.
Your Sales/Revenues Components
Agents/Seat based
Your own infra/somebody else’s
Volume based
Calls received/given, cases handled
Performance based
SLA based
Commission based
Revenue sharing based
MoreRisks

12. © Nixxis. All rights reserved.
Your Cost/Expenses Components
Human
Resources
Telecom
70%
Developed
Regions
Technology
Misc.
9%
11%
10%
50% (-29%)
Developing
Regions
17% (+89%)
15% (+36%)
18% (+80%)
Typical Agent Salary: 30,000 $/year 9,000 $/year
Total Costs : 20-22 $/hour 7-9 $/hour

13. © Nixxis. All rights reserved.
Your Total Costs are Agents dependent
Volume (Agents)
Cost$
0
Fixed
Costs
Variable
Costs
Total
CostsTotal Costs =
Variable Costs +
Fixed Costs

14. © Nixxis. All rights reserved.
How do you dimension your Agent pool?
Time
Traffic(Calls)
8:00AM 8:00PM
Mon Fri Jan Dec
Inbound
Traffic

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3 Choices to make
Traffic(Calls)
Overcapacity =
Loose money
Competitive?
Right capacity =
Loose money
How to Predict?
Under capacity =
Make money
SLA?
Agent Capacity
Agent Capacity
Agent Capacity
Time8:00AM 8:00PM

16. © Nixxis. All rights reserved.
Typical SLA Components
Average Speed of Answer: Measures the average speed in which
agents first answer calls. Expressed in seconds for %age of calls
received i.e. 80/20 means 80% of calls answered in 20 seconds.
Often, “abandoned” calls are excluded.
Percentage of Calls Answered: Percentage of inbound calls
agents answer i.e. 95% of calls answered.
Hold Time: Total amount of time a customer spends on hold.
Handle Time: Total amount of time it takes an agent to handle a
call.
Occupancy: Amount of time agents spend handling calls.
Relevant in deals where the fees paid are related to the number
of Agents employed.

17. © Nixxis. All rights reserved.
Agner Krarup Erlang (1878-1929)
The ERLANG is a dimensionless unit that was originally used in
telephony as a measure of load on telephone circuits.
E=h
 is the average Call Arrival Rate
h is the average Call Holding Time (Handle time for Call centers)
So, if the Call Arrival Rate is 2,7 calls/minutes and that the Handle time
is 3,5 minutes, you will need a load capacity of 9,45 ERLANGS.
Roughly, we can say that you will have 10 calls simultaneously.
The ERLANG B Formula calculates the probability of Blocking for
Telecommunication TRUNKS.
The ERLANG C Formula calculates the probability of Queuing for
incoming calls.

18. © Nixxis. All rights reserved.
CAN I DO MORE WITH THE SAME
OR LESS AMOUNT OF AGENTS?

19. YES
you can!

21. © Nixxis. All rights reserved.
Save commuting time: Home-working
Startup interface NCS
• ID
• Password
• Extension

22. © Nixxis. All rights reserved.
Shorter handling time: Ergonomic screen
Agent toolbar Telephony
toolbar
Campaign/activities
informations
Priority queues & calls
informations

23. © Nixxis. All rights reserved.
Shorter handling time: Use of Scripts

24. © Nixxis. All rights reserved.
Shorter handling time: Real-time Help
Request for Help from the
Agent
Notification of the request to the Supervisor
Managing the Help request
Chat/Message to the Agent

25. © Nixxis. All rights reserved.
Shorter handling time: History review
During a Call – Request of the Contact History
Recording history available
Listening previous conversations
(also during a call)

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Shorter handling time: Callback proposal
Call Qualification (forced or not)
Proposal of a Callback
Programming Callback
(for me, a colleague or my team)
Insertion in the
Callback Calendar

27. © Nixxis. All rights reserved.
Shorter handling time: Action Calendar
Appointment calendar management
Many various actions possible
(Script configurable)
Management of several calendars
Appointment confirmed

28. © Nixxis. All rights reserved.
Better routing: IVR assistant (Interactive Voice Response)
Chosing
Languages
and Menu
Prompts
definition
Chosing keys
concerned
Ready for
production

29. © Nixxis. All rights reserved.
Better routing: Planning Management

30. © Nixxis. All rights reserved.
Better routing: Preferred Agent control
Preferred Agents:
Routing callers to
speak to the same
agent they had XX
days ago
Allow Supervisor conversation listening Activity by Activity

31. © Nixxis. All rights reserved.
Blending on various Inbound
Traffic(Calls)
Inbound Activity 1
Inbound Activity 2
Agent Capacity
+
=

32. Campaign 1
Database
Team X
Team Y
Agent A
Agent B
100%
100%Activity 1
Queue 1
Activity 2

33. Campaign 1
Database
Team X
Team Y
Agent A
Agent B
100%
100%Activity 1
Queue 1
Activity 2
TEAMOVERFLOW

34. TEAM OVERFLOW

35. © Nixxis. All rights reserved.
Blending on Inbound & Outbound
Traffic(Calls)
Inbound Activity 1
Agent Capacity Used
+
=
Outbound Activity 2

36. Campaign 1
Database
Team X
Team Y
Agent A
Agent B
100%
100%Activity 1
Queue 1
Activity N
Queue 2
Activity 2

37. © Nixxis. All rights reserved.
Blending on Multiple Channels
Email Traffic Chat Traffic Social Media
Traffic

38. © Nixxis. All rights reserved.
Better dialing: 8 different dialing modes
•Ready for new legislation & government directives
• More results out of the same amount of records
• Improving agent performance
• Reduce campaign cost
Extensive parameters settings can be defined
Activity by Activity (planning, conditional,
qualification based)

39. © Nixxis. All rights reserved.
Better dialing: Predictive vs Progressive
Progressive dialing
Predictive dialing
Dial
Waiting Online
Online Dial Dial Dial Online
Wrapup Waiting Online Wrapup
Wait Online Wrapup
Dial Online
Wait Online
Dial
Dial
Dial
Predictive offers
30-50% more
productivity but
abandoned rate
must be managed

40. Campaign N
Database
Activity 1
Activity 2
Activity N
Campaign 1
Database
Team X
Team Y
Agent A
Agent B
100%
100%Activity 1
Queue 1
Team Z
Agent C
100%
Queue 3
Activity N
Queue 2
Team V
Agent D
100%
Queue 4
Activity 2

41. Campaign N
Database
Activity 1
Activity 2
Activity N
Campaign 1
Database
Team X
Team Y
Agent A
Agent B
100%
100%Activity 1
Queue 1
Team Z
Agent C
100%
Queue 3
Activity N
Queue 2
Team V
Agent D
100%
Queue 4
Activity 2
MultiwaveCampagnis

42. MULTIWAVE CAMPAIGNS

43. © Nixxis. All rights reserved.
Better routing: Profit Based Routing
Dynamic Profit profile can be
associated to Queues
Costs can be associated to
teams
Profit base
value can be
associated to
activities

44. Campaign N
Database
Activity 1
Activity 2
Activity N
Campaign 1
Database
Team X
Team Y
Agent A
Agent B
100%
100%Activity 1
Activity 2
Queue 1
Team Z
Agent C
100%
Queue 3
Activity N
Queue 2
Team V
Agent D
100%
Queue 4
$$$ $$
$$
$

45. PROFIT BASED ROUTING

46. SO DON’T GET CAUGHT IN THE WEB
OF CHANNELS

47. SIMPLY RELY ON NIXXIS TO HELP!

48. © Nixxis. All rights reserved.
More informations:
sales@nixxis.com
+32 2 307 00 00