Contact Center

Cost Analysis

OBJECTIVES AT A GLANCE
With demands rising faster than budgets,
• Discover what truly drives costs
and resource consumption
contact centers are under pressure to manage
costs.
• Identify which activities add value
and which do not Your ability to run efficient operations hinges on whether you can measure and
• Apply activity-based management manage activity costs and eliminate those that do not add value. ICMI’s Contact
(ABM) to capture hidden costs Center Cost Analysis solution provides deep and valuable insights into your
• Reduce or eliminate contact center’s activity costs and how you can manage them more effectively. We
non-value-added activities apply activity-based costing, management and budgeting to help you understand
• Gain cost insight from in-depth the links between expenses, contact center activities and operations. You will gain
discovery and documentation information you need to establish a baseline for financial planning and project
• Set quality expenditures using budgeting that is based on accurate assumptions. Let ICMI enable you to analyze
ICMI’s cost-of-quality and take action to achieve successful operations, eliminate waste and focus
measurements
resources on what matters most.
• Base decisions on accurate
knowledge of links between
costs and activities

• Make cost analysis part of your

➤ With ICMI’s Contact Center Cost Analysis ➤ ICMI’s Analysis solution employs
solution, you can measure activity costs three cost analysis methods: expert
and use this information to develop an interviewing, group discovery, and
operational baseline and business case. activity and process observation.
The insights can become the basis of
comparative analysis both inside and ➤ For expert interviewing, ICMI works with
outside your organization. subject matter experts to discover and
document the organization’s activities
➤ Using activity-based management (ABM), and processes. We gain in-depth
ICMI gives you metrics not only to knowledge of process outputs,
measure the cost of an activity but also including customers for the outputs
to identify non-value-added activities that and measurements for quality.
contribute to waste and inefficiency.
➤ ICMI leverages expert interviews and
➤ ICMI uses ABM to give you an accurate other research to determine which
understanding of cost drivers, including activities produce which output, what
costs per call, per escalation, per lost resources the activities consume and
customer and across channels. |how the activities add value. We also
determine actual activity cost drivers.

[Link] | 800.672.6177 | icmi@[Link]

Solution Details (Continued)

➤ ICMI’s group discovery method utilizes working sessions with ➤ ICMI’s cost-of-quality (CoQ) measurements allow you to find
those who perform activities, including customer service the level of quality that minimizes its total management cost.
representatives and supervisory teams. By identifying the appropriate level of quality expenditure,
we can help you gain greater leverage in managing overall
➤ ICMI’s activity and process observation method examines contact center cost.
costs to help you identify non-value-added activities and
processes. We use side-by-side measurement and remote ➤ ICMI enables you eliminate waste in call quality monitoring
observation via systems. and coaching processes; we help you address non-value-added
activities that occur, for example, when call recording, agent
➤ ICMI’s group discovery techniques increase your scoring and quality performance measurement steps are not
organization’s understanding of current processes as well followed up with proper coaching and supervision.
as how to calibrate and make other adjustments to improve
them. ICMI employs techniques such as process mapping,
affinity diagramming, storyboarding, brainstorming and
cause-and-effect analysis.

Solution Value

With ICMI’s Contact Center Cost Analysis solution, you will gain an accurate understanding of what drives costs and leads to
non-value-added activities. We focus on increasing the value and impact of cost analysis and improving measurement steps in
financial planning and budgeting, business case development and process reengineering.

➤ ICMI’s solution enables you to ➤ ICMI’s solution improves the ➤ ICMI gives your contact center the
leverage activity-based costing, assumptions your organization uses cost analysis basis for “kaizen” – the
budgeting and management; your in financial planning and both annual continuous improvement cycle you
decisions will be based on a thorough and project budgeting. You will be able need for successful business process
knowledge of the links between costs to transfer contact center resources to redesign and the elimination of
and activities in operations and more value-adding processes. wasted activities.
processes.

[Link] || 800.672.6177
[Link] icmi@[Link]| icmi@[Link]
| 800.672.6177 page 3 of 3