Right-Size Workforce
You have the opportunity to staff agents to higher value activities without customer satisfaction impacts.
Cost Leverage & Rebalancing
Reduce operational costs while preparing for growth or transformation.
Expected ROI
Current Configuration: 50 Agents 40k€/y
4.8xROI Ratio
5-8 monthsPayback Period
€160-280KInvestment
Business Objective
Right-size agents and improve digital deflection.
Cost Leverage & Rebalancing optimizes oversized contact centers by right-sizing workforce while maximizing digital deflection to maintain service quality at significantly reduced operational costs.
Target Audience
- Oversized contact centers with low utilization
- Organizations under cost pressure
- Centers with excess capacity
- Companies preparing for economic uncertainty
- Organizations seeking operational efficiency
Business Case
Oversized contact centers represent significant opportunity costs. Cost Leverage & Rebalancing transforms this inefficiency into competitive advantage by optimizing resources while maintaining service quality, creating sustainable cost structures for long-term success.
Recommended Actions
Maximize Digital Deflection
Increase your digital deflection to the optimal level for your contact volume.
Automate Post-Interaction Case Management
Automate repetitive after-call tasks (ticket creation, CRM updates, customer follow-ups) to free agent time and improve accuracy.
Expected Impact & Benefits
Key Performance Improvements
50%Contact Deflection
35%Cost Reduction
30%AHT Reduction
Key Business Benefits
- Significant immediate cost reduction
- Improved operational efficiency
- Optimized resource allocation
- Maintained service quality
- Enhanced financial flexibility
- Sustainable cost structure
Features & Capabilities
Workforce reduction
Strategic reduction in staffing through automation and efficiency gains
Cost optimization
Comprehensive cost reduction strategies and process improvements
Load balancing
Intelligent distribution of workload across available resources
Advanced chatbot
Multi-turn AI chatbot with deep integrations and transactional capabilities
Virtual assistants
AI-powered virtual assistants for customer and agent support
Self-service portal
Comprehensive customer portal for account management and issue resolution
Workflow automation
Advanced feature designed to improve contact center performance
CRM integration
Advanced feature designed to improve contact center performance
After-call efficiency
Advanced feature designed to improve contact center performance
Implementation Roadmap
3-5 monthsTotal Duration
€160-280KInvestment Range
MediumComplexity Level
1
Optimization Analysis
Month 1
Analyze current operations and identify optimization opportunities.
Key Deliverables:
- Utilization analysis
- Cost optimization plan
- Digital deflection strategy
- Workforce optimization plan
2
Digital Deflection Maximization
Month 2
Implement maximum digital deflection to reduce agent workload.
Key Deliverables:
- Advanced deflection system
- Automation implementation
- Self-service enhancement
- Deflection optimization
3
Workforce Optimization
Month 3
Right-size workforce while maintaining service quality.
Key Deliverables:
- Workforce optimization
- Service quality maintenance
- Cost reduction achievement
- Performance monitoring
4
Sustainable Operations
Month 4
Establish sustainable operations model with optimized costs.
Key Deliverables:
- Sustainable operations model
- Cost structure optimization
- Performance targets achievement
- Future planning
Technical Requirements & Prerequisites
Technical Requirements
- Advanced digital deflection capabilities
- Workforce management systems
- Performance monitoring tools
- Automation platforms
- Cost tracking and analysis systems
Prerequisites
- Oversized contact center with low utilization
- Management commitment to optimization
- Change management capabilities
- Digital deflection readiness
- Performance monitoring systems
Post-Implementation
- Continuous cost optimization
- Performance monitoring and adjustment
- Agent redeployment and development
- Customer satisfaction tracking
- Strategic reinvestment planning
Success Metrics & KPIs
Metric
Baseline
Target
Measurement
Operational Cost
Baseline
-35-45%
Monthly cost analysis
Agent Utilization
50-65%
75-85%
Utilization tracking
Service Quality
Baseline
Maintained
Quality monitoring
Digital Deflection
10-20%
70-80%
Deflection analytics
Cost per Contact
Baseline
-40-50%
Cost per contact tracking
Risk Assessment & Mitigation
Service quality degradation
MediumHigh
Mitigation Strategy:
Careful monitoring and gradual implementation with quality safeguards
Agent morale and retention issues
HighMedium
Mitigation Strategy:
Transparent communication and redeployment opportunities
Customer satisfaction impact
MediumMedium
Mitigation Strategy:
Customer communication and service quality maintenance
Success Story
MegaCorp Customer Service
Financial ServicesChallenge
Large financial services company with 300 agents operating at 58% utilization, representing €3.2M in excess capacity costs.
Solution
Implemented Cost Leverage & Rebalancing with workforce optimization, maximum digital deflection, and process automation.
Results
- Operational costs reduced by 42% (€1.34M annually)
- Agent utilization optimized to 78%
- Service quality maintained at 4.2/5 satisfaction
- Digital deflection increased to 76%
- ROI of 580% achieved through cost optimization
Pros & Cons Analysis
Advantages
- Immediate cost reduction benefits
- Optimizes resource allocation
- Maintains service quality while reducing costs
- Creates capacity for strategic initiatives
- Improves operational efficiency
- Strong financial returns
Considerations
- Workforce reduction may impact morale
- Requires careful change management
- Risk of service quality degradation
- May limit future growth capacity
See This Track in Action
Use our ROI calculator to model how Cost Leverage & Rebalancing would perform with your specific contact center configuration.
This track will configure:
Reduce workforce by 20%
Set digital deflection to 75%
Configure chatbot effectiveness to 60%
Enable agent assist with 25% impact
Ready to Start Your Transformation?
Let's discuss how Cost Leverage & Rebalancing can transform your contact center operations and deliver measurable results.