Automation and digitalization of contact centers free up valuable resources: your agents time and expertise. Rather than viewing this evolution as a threat, leading organizations turn it into a strategic opportunity by redeploying talent to highervalue tasks.
The Stakes of Redeployment
The Organizational Challenge
When automation reduces the volume of traditional interactions, organizations face a strategic choice:
8 Strategic Redeployment Areas
Proactive Customer Management
Objective: Shift customer relationships from reactive to proactive to reduce churn and strengthen loyalty.
Specific Activities:
- Postinteraction calls: Satisfaction checks and identification of opportunities
- Premium followups: Proactive outreach to highvalue clients
- Early churn detection: Spotting weak signals of departure
- Loyalty programs: Personalized program engagement
Business Impact:
Career Progression:
VIP / Premium Support
Objective: Provide exceptional service to strategic clients to maximize their value and loyalty.
Specific Activities:
- VIP direct line: Priority access without waiting
- Dedicated account management: Personalized support for premium clients
- Handling complex cases: Expertisedriven resolution
- Strategic advisory: Guidance for optimal use
Business Impact:
Career Progression:
Knowledge Base Management
Objective: Continuously improve self-service quality and optimize team training.
Specific Activities:
- Content curation: Update and enrich articles
- Gap analysis: Identify missing topics
- Ongoing training: Facilitate knowledgesharing sessions
- Expert reference: Become the internal domain authority
Business Impact:
Career Progression:
Quality Analysis & Customer Feedback
Objective: Turn customer interactions into strategic insights to fuel product innovation.
Specific Activities:
- Structured listening: Systematic verbatim analysis
- Insights reporting: Trend synthesis and recommendations
- Product collaboration: Liaison with R&D teams
- Competitive monitoring: Comparative feedback analysis
Business Impact:
Career Progression:
Peer Training
Objective: Build internal skills and accelerate onboarding for new hires.
Specific Activities:
- Mentoring new agents: Personalized guidance
- Training facilitation: Design and deliver modules
- Onfloor coaching: Realtime support
- Instructional design: Create training materials
Business Impact:
Career Progression:
Omnichannel / Social Media
Objective: Expand customer reach through new digital channels and strengthen brand presence.
Specific Activities:
- Community management: Engage and animate social communities
- Multichannel support: Coherent crosschannel management
- Reputation monitoring: Monitor and respond to mentions
- Content marketing: Create valuable content
Business Impact:
Career Progression:
AI Testing / Chatbot Validation
Objective: Collaborate with technical teams to continuously improve automation and AI.
Specific Activities:
- Functional testing: Validate new user journeys
- AI improvement: Provide feedback on response relevance
- Training models: Contribute to AI training
- Techbusiness liaison: Translate business requirements
Business Impact:
Career Progression:
BackOffice Tasks
Objective: Break down organizational silos and improve internal process efficiency.
Specific Activities:
- Handling complex requests: Expertisedriven case management
- Complaint handling: Indepth case resolution
- Crossdepartment support: Assistance to other units
- Process optimization: Identify inefficiencies
Business Impact:
Career Progression:
6Step Redeployment Methodology
Competency & Interest Evaluation
Assessment Tools:
- 360 Assessment: Feedback from peers, managers, and clients
- Personality tests: Identify suitable profiles
- Oneonone interviews: Exploration of motivations
- Practical simulation: Realworld testing
Compatibility Matrix:
Transition Planning
Redeployment Timeline:
Training & Development
Typical Training Program (120h over 6 weeks):
Module 1: Fundamentals (20h)
Understanding business context, methodologies, and specific processes
Module 2: Technical Skills (40h)
Specialized training, reallife case practice, certification
Module 3: Soft Skills (30h)
Advanced communication, data analysis, project management
Module 4: Practical Practice (30h)
Onjob assignment with guidance and feedback
Support & Mentoring
Structured Mentoring System:
Technical Mentor
Domain expert for business aspects
HR Mentor
Guidance on career development
Buddy System
Experienced peer for daily support
Performance Measurement
Redeployment Success KPIs:
Individual Indicators
- Time to autonomy
- Agent satisfaction
- Performance in business role
- Skills growth
organizational Indicators
- Success rate
- Redeployment ROI
- Talent retention
- Innovation
Continuous Optimization
Improvement Cycle:
Quarterly Feedback
Input from agents and managers
Failure Analysis
Understanding cases of misfit
Program Evolution
Updating training and processes
ROI Analysis of Redeployment
Transformation Costs
Initial Investment (per agent):
Transformation Benefits
Direct Gains (per agent/year):
Overall ROI Calculation
For 20 Redeployed Agents:
Use Case: Success Story
TechnoBank Europe: A Successful Transformation
Redeployment Strategy:
Results after 18 months:
Key Success Factors
Leadership & Vision
High Impact- Clevel sponsorship: Visible engagement from top leadership
- Clear communication: Shared vision of transformation
- Dedicated resources: Budget and time allocated to the initiative
- Strategic patience: Acceptance of midterm ROI
Change Management
High Impact- Agent participation: Inclusion in defining activities
- Transparency: Open communication about challenges
- Personalized support: Consider individual contexts
- Celebrating successes: Recognition of achievements
Operational Excellence
Medium Impact- Structured processes: Clear and repeatable methodology
- Appropriate tools: Systems suited to new roles
- Continuous measurement: Rigorous performance tracking
- Ongoing improvement: Program evolution
Skills Development
Medium Impact- Quality training: Uptodate, tailored programs
- Effective mentoring: Expert support
- Clear career paths: Defined advancement opportunities
- Recognition: Valuing new competencies
Action Plan: Your Roadmap
Phase 1: Preparation (Months 12)
Weeks 12: Initial Diagnosis
- Audit current agent skills
- Analyze planned automation volumes
- Identify highvalue redeployment activities
- Assess organizational needs
Weeks 34: Program Design
- Define priority redeployment activities
- Create role descriptions and required skills
- Develop training programs
- Plan resources and budget
Phase 2: Rollout (Months 38)
Months 34: First Wave
Redeploy 2030% of affected agents
Months 56: Second Wave
Expand to 5060% of agents
Months 78: Finalization
Redeploy remaining agents
Phase 3: Optimization (Months 912)
Months 910: Consolidation
Analyze performance and ROI, and optimize processes
Months 1112: Institutionalization
Integrate into standard HR processes
Future Vision: The Contact Center of Tomorrow
The Ideal Hybrid Organization
Automation: 65% of interactions
Traditional Agents: 20% of interactions
Redeployed Agents: 15% in new activities
Contact Center Profile by 2030:
Value Center
Rather than a cost center
Innovation Hub
For customer experience
Internal Academy
For talent development
Lab
Experimenting with new approaches
The Strategic Imperative
Redeploying agents to highvalue activities is not just an opportunityit is a strategic imperative for contact centers wanting to thrive in the automation era.
Winning Organizations:
Your Competitive Edge:
By transforming your agents into customer relationship experts, innovation analysts, and brand ambassadors, you build a sustainable competitive advantage that automation alone cannot replicate: human intelligence applied to value creation.
The Call to Action:
The question is no longer if you should redeploy your agents, but how and when you will do it. Organizations that take action now will gain a decisive lead over their competitors.
Start today. Your agents, your customers, and your results will thank you.