HBO’s popular Sci-Fi hit “Game of Thrones” is the inspiration behind this edition. Game of Thrones pits several “lands” against one another in an attempt to take over the Iron Throne and rule the country (a very simplistic explanation of a terribly complex plot!). It is this tug between complexity and simplicity that inspires this piece about “phones.”

Many would have us believe that phone calls are dead. However, quite the opposite is the case. A study by Fifth Quadrant found that live agents resolved 88% of issues on the first attempt. This figure is higher than the IVR at 81% and kills web self service which had the lowest resolution rate at 66%! So, if problem solving is your business the phone is the fast track to resolution.

The “Game of Phones” comes into play when the need arises to purchase telecommunications equipment; this is truly war! The war is among the relatively few vendors left out there to purchase from. It is the big guys – AVAYA, UNIFY, CISCO, INTERACTIVE INTELLIGENCE, ASPECT, and GENESYS – that are fighting one another for market share while the army of smaller providers scoop up customers.

Regardless of provider, companies must be on high alert when considering investing in a new telecommunications system for their Call Center(s). Telecom providers like most other companies have spent the last decade altering the way they do business. They are on a near-constant search to remove cost from sales in order to plump up margins; this way the analysts and investors are kept happy and at bay. There are two key processes that come into play in keeping score in this crazy game; these are (1) the sales process and (2) the implementation process.

SALES

To cut cost in the sales arena vendors have developed networks of VARs (Value Added Resellers/partners). The VAR communities become “sales agents” for the manufacturers who don’t have to carry the cost of sales people, etc. They simply “outsource” the sales function to the VARs – that is unless your company’s profile positions you in a way that the manufacturer will actually handle your sale via its in-house “Strategic Sales Team.”

When you are in the “Game of Phones,” be sure to understand exactly who it is you are talking to and exactly what their relationship is to the actual manufacturer. Also, be SUPER CAUTIOUS when attending any DEMO of any system regardless of whether it is the VAR or the manufacturer. This one tip will save you plenty of grief, aggravation, and confusion.

Never allow a presentation of features or functions that are NOT PART of the vendor’s proposal … Period! Each time a new feature is introduced during the demo, ask the question, “Is this in your proposal?” The answer will often be “No, but it is coming in the next release.” Who cares? It is NOT what you are buying and just a nifty trick to dazzle the prospect. It is also one of the most troubling realities for many organizations. If you see something you liked at the demo that is not there at cutover, disappointment will kick in. The vendor will be “more than happy” to write a change order to get you that cool feature you already thought you had! Keep in mind the demo is an opportunity to see what the vendor is proposing to you. That is what you want to see – not the Sci-Fi version!

IMPLEMENTATION

The “sale” is one battle in the Game of Phones. The other is “implementation,” another potential victim of cost cutting. I hate to wax nostalgic, but I spent many years overseeing telecom implementations. I can tell you without hesitation that what I see today makes my skin crawl. Regardless of where you purchased the system, it is a crap shoot for how successful your implementation will be. This means that you must be a diligent customer or save yourself a whole lot of trouble and money and hire an “independent” consultant (e.g., PowerHouse!) to be your shield.

My first warning is around the latest offering from many vendors to the “small” Call Center – a “do it yourself” ACD (Automatic Call Distribution) system. The vendors essentially hire a team of cold callers (often off shore) to cold call small Call Centers and convince them of this great option. STOP yourself from becoming too excited! You are mistaken if you believe that small Centers are “simple.” I have worked with many small operations; the fact is that while they are small they are often complex. Think about Credit Unions whose Call Centers are often small in numbers. Yet they often operate on extended hours, use a front-end IVR, have agents in multiple skills, etc. The assumption that because a Center is “small” it is simple is … well, simply wrong!

Another challenge is that small operations are less likely to have strong IT support on site; this means there is no one to protect you from drinking a vendor’s Kool-Aid. I recently participated in a product test of an ACD system. There were three of us – all veterans in Call Center technology – and we couldn’t get through the process. Imagine the trials of folks unfamiliar with programming a telecom system. It is unbelievable!

Even if you have a strong IT team, staff are not likely to be proficient in the acquisition and implementation of Call Center technology. Unless that has been the focus, there is nothing in their world to prepare the team for the complexities associated with deploying these systems. As a Call Center leader, be sure you have a seat at the decision-making table. While you may not know HOW the systems work, you know WHAT you want them to do!

We are involved in many implementations and have seen many disturbing things. How about system training done with a PowerPoint over a WebEx? Are you kidding?! No one is going to learn the complexities of Call Center technology unless they use a “live system.” That is far better than trying to stay awake during a remote PowerPoint!

……

If you are still set on going the route of purchasing on your own, make sure you are VERY CLEAR about your requirements and the system features and functionality being purchased. Consider such factors as programming requirements, user training, ongoing support, etc. Otherwise, you will find yourself paying over and over again for that system – both in time spent figuring it all out and in adding features you thought would be there in the first place. Ah … the Game of Phones!

“Beware of false prophets, who come to you in sheep’s clothing but inwardly are ravenous wolves.” Matthew: 7:15

My Best,

Kathleen