Roi

[Steven]

I work for a Financial Services Company, specifically for Life and Long-Term Care. We are pursuing two new avenues one is contact center and the possibility of new phone technology.

However, I have to build a business case on why we should replace our 10 year-old telephone system, before we consider starting a contact center. We do not even have the capabilities to record calls. However, in the age of profitability and bottom-lines, I need to determine an ROI for the investment of new technology and how it is needed for the future contact center.

Can anyone assist in where to start and how to determine the ROI on a new phone system, in conjunction with, starting a contact center?

Any assistance would be greatly appreciated.

[Clint]

Steven,

In order to help companies evaluate the cost of building vs. outsourcing their contact center, my company has developed a good cost analysis worksheet that breaks out staffing (payroll, benefits, etc.), capital expenditures (switch, servers, etc) and other costs. If you are interested, please contact me.

Clint Sesow
CallTech Communications
csesow@calltech.com