Page 54 - BT-CSW

Business case conversation: HRD

Account Manager Customer: Service Manager

Our average customer re-sell would be about $250
So if you average that out it’s about $50 per lost call?

Yes, that’s one way to think about it

Wow! That must really add up, how many calls do you
normally lose?

Oh, over a busy month we’d lose over 1000 calls across

all our call centres in Europe and the Middle East
That’s approximately $50K in later re-sells per month! How

many months does this happen?
About 3-4 per year depending on promotions

So $150K to 200K, what about the rest of the year
Over the rest of the year I’d estimate about the same but

in total