In first year, unit took over 81,000 phone calls for less than cost of one new employee. The unit had an instant ROI. Next Application

With great success of DTT1000 VRU in Traffic and Logistics applications, IT staff next applied this solution to Accounts Payable Department where associates were constantly on phone answering hundreds of daily inquires from vendors all over world. This unit now takes about 40,000 calls a year from suppliers, which no longer require human assistance, thus improving overall efficiency of department.

In past 3 years

Like many companies, Big Lots chose DTT1000 VRU for it's low cost, but fell in love with unit for ease of customization, ease of system administration, scalability, and line monitoring. By using their own log reports, IT staff is able to determine best usages for their units. Over time, additional applications are now handled by this technology including Store Deliveries, Help Desk, and a complete Associate Survey System.

Get Real

One of more interesting applications at Big Lots is an employee Safety and Shrink Awareness Program entitled "Get REAL" This is an employee survey, which is simple in scope and nature, consisting of four questions geared toward reducing shrink and theft as well as creating a safe working environment. "Keeping associates sharp on this type of information is important. It is a great way to interact with employees individually and distribute current information from corporate level." says Kirk Smith. "Amazingly, this system is now taking about 30,000 calls a month."

What's in Future

With three units running 24/7, Big Lots' DTT1000 VRU Units currently take in excess of 45,000 phone calls a month. Big Lots prides itself in "Bringing Brand Name Products at Close Out Prices." They must watch costs in all areas to achieve this mission. The DTT1000 VRU has proven to be a significant tool to achieve this. In past three years, we are averaging an addition of about 12 lines a year as line capacity or new applications require. Kirk Smith states, "We are always looking at new ways to use our units and to continue to leveraging power and efficiency of this technology." By using a combination of their own VRU usage reports and built in graphical line capacity utility, number of lines for each application and what areas that need to be changed are constantly being monitored. The Voice Response Systems allow Big Lots to provide low cost customer service and address 24/7 needs without expensive labor costs. By lowering and maintaining existing personnel budgets, Big Lots can provide their products at their retail stores for low prices, which their customers appreciate. This gives Big Lots a competitive edge in today's tough retail market by providing more for less.

Kirk Smith is Manager, IT Data Center Services Big Lots

4) What can a potential partner or employer do for YOU? What are you hoping to gain with an alliance? Is it something you could or ought to be doing yourself? For example, as we talked about last month, we all need to learn how to self-market, but different models support our intentions.

5) Are you confident that you can negotiate well on your own behalf? If not, what data/skills/knowledge do you need so you can?

6) Before you seek alliances, write a mock ad about what you are seeking in another person or organization and include all necessary details such as integrity, work hours, skills, personal style, etc. that are essential for a positive outcome.

7) SHOP AROUND. Be picky and value yourself enough to take your time. Know what you want and write down every hesitation you uncover. As with any relationship, readiness is key. Both parties have to be on same wavelength at same time.

8) Set up an experiment with one project before you decide about a long term affiliation. Trust is earned! Face up to truth–whatever happens. You can find right people and best model for you, but be sure and subtract colleagues and organizations that fail YOUR test!

**+**+**+**+**+**+**+**+**+**+**+**+**+**+**+**+**+**+**+** CHALLENGE **+**+**+**+**+**+**+**+**+**+**+**+**+**+**+**+**+**+**+**

1. What kind of collaborations sound like FUN to you?

2. In what circumstances do you love to be in control and when do you long for company and input?

3. Do a 360 feedback exercise on yourself and ask your friends and lovers, co-workers, peers, associates, etc. how you excel as a person and a professional and where you let yourself and others down.

4. Then visualize attracting right circle of influence for YOU!

(c)2003 Gail McMeekin

NOTE: You're welcome to "reprint" this article online as long as it remains complete and unaltered (including resource box at end), and you send me a copy or link to your reprint at mailto:wendy@wendyweiss.com

Gail McMeekin, LICSW is a national Career/creativity coach and writer on personal, professional, and creative development. Author of The 12 Secrets of Highly Creative Women: A Portable Mentor and The Power of Positive Choices, both with Conari Press. Subscribe to her FREE monthly email newsletter Creative Success by clicking on her website: http://www.creativesuccess.com.