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Profit margin is one of the most important aspects of a business to examine, both before entering into a business venture and throughout the business operation. Calculating profitability is an accurate way to determine the success of your business. Read the steps listed in this whitepaper and learn about how to determine contact centre profitability.
Table of contents
Introduction on Profitability Calculation
Return on Investment
Maximizing Agent Occupancy
Improving your Return on Investment (ROI)
Multi-wave approach (Campaigns & Activities)
Ready During Wrap-up
Inbound/Outbound/Media blending
Multiple Inbound blending
Inbound/Outbound blending
Media blending
Team overflow
Profit based routing
Enhanced dialer
Customer profiling
Import data entry
End of file management
Example of improved Profitability calculation
Conclusions
Some References
Nixxis Locations