man resource sizing for the business applications like CRM and call centre processes
Dear Experts
We have approx 11 projects each of the project has 5 to 7 sales users, presently all the calls are directly landing to the sales users as every project is announced with one DID number and our PBX is configured in round robin calls routing for the sales team. Also customer support payment follow-up for the existing customers approx 4 for each project in total 7 projects as of now customer complaints are manual and hence customer used to visit the location or send email.
I have proposed call centre operations for the sales, customer support and customer complaints of total 8 resource assuming on any day one resource will be weekly off and one may be absent hence 6 resource working.
1. the process is restructuring the marketing/sales existing process with the call centre enabled all the inbound calls of all the 11 projects will first handled by the front line staff of call centre only the potential leads will be assigned to the sales users though the sugarcrm as the call centre application is integrated with sugarcrm application.
2. customer complaints will be handled through the case management as we have suagrcrm enterprise edition
Management has accepted for this proposal but asking me justification for 8 resource, I planned to tell that each project 2 man resource effort will be reduced hence 22-8 but let us calculate 16-8 hence 8 man resource will be reduced more than that effective tracking of leads and its activities will be achieved.
We are also using same team for support to handle customer complaints
1. Please suggest is the above thought found to be meaningful and can I suggest this
2. how do we size the man resource is there any process or formula please suggest
We have approx 11 projects each of the project has 5 to 7 sales users, presently all the calls are directly landing to the sales users as every project is announced with one DID number and our PBX is configured in round robin calls routing for the sales team. Also customer support payment follow-up for the existing customers approx 4 for each project in total 7 projects as of now customer complaints are manual and hence customer used to visit the location or send email.
I have proposed call centre operations for the sales, customer support and customer complaints of total 8 resource assuming on any day one resource will be weekly off and one may be absent hence 6 resource working.
1. the process is restructuring the marketing/sales existing process with the call centre enabled all the inbound calls of all the 11 projects will first handled by the front line staff of call centre only the potential leads will be assigned to the sales users though the sugarcrm as the call centre application is integrated with sugarcrm application.
2. customer complaints will be handled through the case management as we have suagrcrm enterprise edition
Management has accepted for this proposal but asking me justification for 8 resource, I planned to tell that each project 2 man resource effort will be reduced hence 22-8 but let us calculate 16-8 hence 8 man resource will be reduced more than that effective tracking of leads and its activities will be achieved.
We are also using same team for support to handle customer complaints
1. Please suggest is the above thought found to be meaningful and can I suggest this
2. how do we size the man resource is there any process or formula please suggest
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