Understanding Mobile Phones
There are three types of savings an organisation can make from a convergent solution: call costs, structure and productivity.
Savings delivered through convergence
Although call saving money are the easiest to measure, they provide the least scale for savings. More benefits can be derived through structure efficiencies and productivity.
Structure savings are delivered through fixed-line replacement strategies and green field site deployments. This impacts the CAPEX and ongoing OPEX requirements of having a fixed and mobile navy.
Productivity and improved business processes, whilst providing the greatest chance of establishments to derive advantages of convergence, are also the hardest to calibrate. For example yes mobile, while a converged voicemail message solution may save an employee five minutes of effort a day, the real benefit may not directly be derived through having an extra five minutes for ‘productive’ work. The benefits may, in fact, be delivered through customer care and repeat business as a result of improved response times. However, most businesses now measure customer care as a key performance indicator. Therefore, the increase in productivity and potential process re-engineering which can be achieved will have keeping a positive relation to customer care levels.
Extending fixed line call features to mobile handsets
Reducing call costs
Improving the responsiveness of the business
Delivering control — for instance, for deference with FSA regulations
Capability of extending capacity
The use of converged solutions also enables the employees to be more productive through functions such as mobile access to direct switch extensions and conferencing. Employees are able to respond faster to voicemails, and benefit from reduced telephone tag as they are able to answer more calls first time. Specific productivity gains are highlighted by the following examples:
Consultants within a Healthcare Consultingcompany achieved a 10 to 15% productivity gain as a result of reduced telephone tag.
Carers at a Home Care Servicescompany achieved time savings of 60 minutes each day per employee due to fewer voicemails, more calls answered first time and reduced telephone tag.
A specialist call hub within a Travel Insurancecompany handled 25% more calls as a result of increased responsiveness of staff.
A Universityachieved one hour time saving per day for it support staff, minimising delays in reaching mates to issue job instructions or resolve issues.
Within a Hospital, nurses made it possible to save at least 10 minutes each time they recovered patient results, by being able to access and check results irrespective of location within the hospital.
Productivity benefits can be relatively difficult to calibrate and are best addressed on an individual basis. However, benefits can be found by assessing, for example, the number of minutes saved per day through enhanced communications and business processes (e. he. time wasted unnecessarily visiting office to accummulate desk based voicemails or job schedules). In addition, the ability to rapidly and consistently answer telephone calls and client calls can ensure that litigant is gained and maintained on account of a better standard of service.