Transcript Slide 1

Messaging Metrics
Productivity and ROI
Development
If you can’t measure it, it’s just an opinion.
Marty Parker
Communication Perspectives
[email protected] 408-420-5539
© Communication Perspectives 2005
IAMP Conference
October 18, 2005
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Topics
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Major Forms of ROI
The Roles of Measurements and Metrics
Using the Information from Your Systems
Action Summary
© Communication Perspectives 2005
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Major Forms of ROI –
Cutting Costs
• Cut Costs (always the favorite)
– Avoid or stop payroll expenses
• Staff time/positions; Overtime
• Increase amount of Self-service
– Reduce variable transaction/production costs
• Long distance tolls
• Cellular minutes/plan charges
• Administration
– Reduce Equipment, Network and TCO costs
• Fewer, larger servers – leveraging Mr. Erlang
• Reducing admin, monitoring and maintenance staff time
• Reducing service contracts – number and prices
© Communication Perspectives 2005
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Major Forms of ROI –
Increase Volumes
• Increase Volumes, with Fixed (Same) Costs
– Help each person complete more transactions per day
• Same payroll, same cell phone bill, etc. so more profitable
– Queue transactions for group responses
• The “single bank line” concept
• Increase Volumes, with Variable Costs
– Shorten transaction completion times, but still have costs of
production, travel, proposals, service, etc.
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Extend the business day (e.g. 24-7 services)
Eliminate transaction steps (e.g. auto-reply, training, presence)
Shorten the time for each task (e.g. faster prompts, canned replies)
Shorten the “inter-task” wait time (e.g. notifications, find-me)
© Communication Perspectives 2005
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Two Basic Forms:
Cost Based Example
Volume Based Example
COST REDUCTIONS
Method 1:
Transaction Type
BUSINESS IMPROVEMENTS
Number per Month
Change Factor
Cost per Transaction
Change in Costs
Answer Calls
110000
-90%
$1
($99,000)
Method 2:
Messages/Operator
6160
Operators reduced:
-17.9
Wage/Operator/mo
Labor Savings
Comments
Transaction Type
1000 users x 5/day
Number per Month
Voice Mail, less 0 out
Time/Find Now
12
minutes
Per message slip
Time/Find New
4
minutes
PER MONTH!
Change/Transaction
-8
minutes
Find Info
Comments
6600
100 reps x 3/day
Average Payroll/Rep
$10,000
per month
Average Quota/Rep
$100,000
per month
Payroll Benefit
($50,000)
Revenue Benefit
$500,000
40 /hour/day x 7 hrs.
$2,000
($35,714)
PER MONTH!
PER MONTH!
© Communication Perspectives 2005
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Roles of Measurements and Metrics
• Prove the expected/promised results occur
• Get feedback for improvement or adjustments
– Can good concepts be expanded, increased?
– Can problem areas be addressed, mediated?
– Can low value areas be eliminated entirely?
• Provide performance feedback
– Are the services meeting their SLAs?
– Are the users meeting their SLAs?
– Does feedback allow self-improvement?
• Capture information for more accurate planning
• Build Credibility for future investments
© Communication Perspectives 2005
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Using Information from Your Systems
• Most suppliers only provide reports to manage
and maintain the systems.
– Port use, Error Logs, Mailbox Configs, COS, etc.
• However, most also provide data output tools
– Ability to get details out into Excel, Access, Crystal
• Creating a data base allows for “data mining”
• A good measurement system or “Dashboard”
can be created with the extracted data
– Allows for reporting over consistent time periods
– Often requires correlation with other information
© Communication Perspectives 2005
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AVST Information and Reports
• Good package of
standard reports
• Well documented data
export formats
• Embedded Crystal
Reports tool
© Communication Perspectives 2005
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AVST Information and Reports
• Example of a
message usage
report that could
be very effective
in analyzing
message traffic
and “hot spots”.
© Communication Perspectives 2005
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Avaya Information and Reports
• Avaya offers a basic
set of standard reports.
• All other reporting is
based on either:
– Exporting to a file
– Extracts from the detailed
Operational History file
– Use of the iVize® package
© Communication Perspectives 2005
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Avaya Information and Reports
With the iVize package from Vitel/Concord Communciations eHealth
• Example of a
graph that
shows the
message
elements by
day, to highlight
the usage and
inferred value of
the various
system
features.
© Communication Perspectives 2005
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Typical Data Output Formats
Avaya Modular Messaging
AVST CallXpress
© Communication Perspectives 2005
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An Example at Microsoft
• Extracted 8 top metrics to produce a daily “Dashboard”
– Included Key Performance Indicators (KPIs) on:
• Caller and user experiences
• Internal system performance, queue lengths, etc.
• Produced periodic application summary
– Published as a white paper at
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http://www.avaya.com/gcm/master-usa/en-us/resource/assets/whitepapers/mis2150.pdf
– Shows that a UM system basically becomes a call answering
engine, and with low voice traffic volumes at least for MSFT:
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42,000 users
1.5 million calls per month; 78% from RNA; 15% from Busy
45% of callers leave a message (36% in Japan, 30% in Brazil)
Only 2% press “0”
8% of calls are log-ins for messages (most use PC or mobile data)
– I.e.: less than one call answer message per workday per user!
© Communication Perspectives 2005
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Questions to ask…
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What is the feature usage?
What is the caller behavior?
What are the various levels of usage?
How do those correlate to job types/titles?
What are the trends in usage?
– Total system as well as per user, per job types
• How can those be converted into analysis?
© Communication Perspectives 2005
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Requires Going “Outside the Reports”
• In most cases, will require exporting to a database
• Importing related data will also be useful
– E-mail use, if known and accessible
– Cellular phone usage, if you control this
– Autoattendant usage and reports related to the MBs
• Often better reporting in AA, IVR or Speech products
– E.g. Avaya Speech Access gives feature usage/user/day
– Cost tables or rates for the various elements
• With such information, real analysis can show how
usage is delivering results for your company
© Communication Perspectives 2005
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And, Just for Fun, but On the Point
• With measurements and
metrics, Billy Beane and
his analysts:
– Put the Oakland As
baseball team into the
top quartile of all
Major League teams
– While keeping the
player payroll in the
bottom quartile of all
Major League teams
© Communication Perspectives 2005
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Summary
• Measurement and Metrics are essential to justification,
operation and returns from your messaging and unified
communication systems.
• Include metrics and measurements in all your planning and
investments.
• All investments can be measured.
• ROI can be proven and tracked.
There is no such thing as a “soft dollar justification”,
there is only “soft data analysis”.
mfp, 2005
© Communication Perspectives 2005
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