Does anyone know where I might be able to get more sensitive information from Contact Centres, such as Seat prices, Attrition facts and figures etc??

Know its a big ask but am grateful for any help you can offer!

Simon,

im not surprised you are not getting many replies to this as most of the major players do not like to disclose any information to anybody else. My personal experience towards seat prices is all down to how big you are as to what you can get knocked off. Perfect example is my present dialler, major resource 'forgot' to upgrade us for the last 3 years as we only had 30 seats and any extra seats required was costing nigh on £2k each. Since being bought out by a significantly larger player in the contact centre business we get them for under £1k and free training, upgrades etc. and proper 24 hour call outs !!!!. So really it depends on how big and how tough you can negotaite as to what you can get, just ask and you will be surprised at the results.

Hi Simon ...I am unsure if

(a) you are asking about the cost of buying an agent seat
(b) you are asking about the cost of the support technology

if it is (a) I can discuss with you the costs of buying agent time in the three key supply markets that now exist (UK, Eastern Europe, India). Additionally I can break this cost how across pure voice work and/or back office processing ... if this is what you require let me know...

Ray

Simon,

Sometimes the best and the most trusted information is not always available for free.

I have used and would suggest that you try one of the large research firms like Gartner or Datamonitor.

Regards

Stuart

Sometimes it's worth doing a search first :-)

Try This thread

It's a start.

As usual with this type of thread I will kill adverts without
mercy (or even remorse come to think of it {BIG EVIL GRIN} ).

HTH

DaveA

Simon ... Stuart has made a very relevant point ... information is usually presented with some spin or ulterior motive and therefore carries a price …however “independent and trusted” information carries a price too … sources like Gartner or Datamonitor are expensive … really you have to take in as many feeds as possible, validate out the obvious information providers who may be flying a kite … and try and take a view based on the converged position all of the other information is leading you to … unless of course you can afford to pay out the price on the sticker for Gartner or Datamonitor reports …

I can if you wish discuss with you our view on seat pricing … nut beware we our a supplier so we could well have hooves for feet and horns on our heads !!!!!

Raymond,

Welcome to CallCentreVoice. Wise words, too. Getting an accurate picture of anything is always difficult when there's commercial bias in the mix. Watch out for the hidden agenda, and take everything with a pinch of salt.

Look forward to reading more of your contributions!

Cheers,

John

If you are looking at contact centre software, firstly consider that there are 3 different pricing models:

Price per Agent = you have 200 agents (possible logins), it is a 24/7 operation so you have only 60 workstations (seats)...

Price per Seat = you have (200 agents =) 60 seats but maximum 40 agents working at peak time....

Price per concurrent call = You have (200 Agents = 60 seats = 40 working agents) but they spend 50% of their time rapping up and preparing so you only need 20 concurrent lines (+ contingency) to your 200 agents in this case uses maximum 25 lines.
In the first case you pay for 200 licenses in the last for possibly 30.

Different "components" also will be included in the offering from different suppliers so with a question like "how much is the fruit" you will get the answer "apples are XX", "bananas are YY" and someone try sell you a fruit basket (unspecified content) – some people will not (can not) understand this until it is to late.

I have experience from Genesys, GemaTech and other suppliers of Contact Center and Virtual Contact Centre software.

Peter