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Utilizing Multi-Tenancy and a
Shared Agent Environment to
 Reduce Operating Expenses


       Justin Groden
    Business D...
Agenda

•   Business Case
•   The Problem
•   The Solution
•   Technology
•   Business Impact



                Confident...
Business Case

• Outsourced Technical Support
• Current Situation:
   – 12 brands... 120 calls/hour (10 calls/brand)
   – ...
The Problem

• Need to reduce operating expenses without
reducing business?



• Increase revenue without adding resources...
The Solution

   Truly Shared Agent Environment



   Deployment of Multi-tenant



knowledgebase
   Use of Process Work...
Model
Traditional               Inbound Calls

                                    ACD


                                 ...
The Solution
• Reduce Operating Expenses:
   – 12 brands... 120 calls/hour (10 calls/brand)
   – 10:00 minute average hand...
The Solution
• Increase Revenue:
   – Utilize all 32 agents in one large shared agent group
   – Erlang calculations allow...
Multi-Tenancy

• Clear and distinct separation of customer
  knowledgebases and processes
• Single sign-on access
• House ...
Customized Process Workflows

• Take complex scenarios and turn them
  into simple 'step by step' resolutions
• Advanced f...
Advanced Process Flowchart




         Confidential Information. Copyright 2009 SpiceCSM.
Step by Step




          Confidential Information. Copyright 2009 SpiceCSM.
Step by Step




          Confidential Information. Copyright 2009 SpiceCSM.
Step by Step




          Confidential Information. Copyright 2009 SpiceCSM.
Business Impact

    Economies of scale



    Higher degrees of consistency



    Reduced training time and costs



...
Thank You

Erlang Calculations
   – www.erlang.com/calculator/


Contact Info
  – jgroden@spicecsm.com
  – www.spicecsm.co...
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2009 ATA NY Tech Forum (Reducing Costs in the Call Center)

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The following slides were presented by Justin Groden at the 2009 ATA NY Tech Forum. Justin was part of a 5 person panel that was discussing the top 5 concerns in the call center.

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  • I must say you have done a good study and that is well presented as well. Best Wishes!

    Regards,
    NexxPhase.com
    http://www.nexxphase.com
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
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Transcript of "2009 ATA NY Tech Forum (Reducing Costs in the Call Center)"

  1. 1. Utilizing Multi-Tenancy and a Shared Agent Environment to Reduce Operating Expenses Justin Groden Business Development Confidential Information. Copyright 2009 SpiceCSM.
  2. 2. Agenda • Business Case • The Problem • The Solution • Technology • Business Impact Confidential Information. Copyright 2009 SpiceCSM.
  3. 3. Business Case • Outsourced Technical Support • Current Situation: – 12 brands... 120 calls/hour (10 calls/brand) – 10:00 minute average handle time / 1:00 minute average queue time – Assume 1 agent/3 brands... 4 groups of 8 agents – Erlang calculation yields agent population of 32 • Operational Labor Cost: – 32 agents x $20/hr x 40hrs = $25,600 Confidential Information. Copyright 2009 SpiceCSM.
  4. 4. The Problem • Need to reduce operating expenses without reducing business? • Increase revenue without adding resources? Confidential Information. Copyright 2009 SpiceCSM.
  5. 5. The Solution Truly Shared Agent Environment  Deployment of Multi-tenant  knowledgebase Use of Process Workflows  Confidential Information. Copyright 2009 SpiceCSM.
  6. 6. Model Traditional Inbound Calls ACD 32 agents 4 groups Shared Agent Inbound Calls ACD 24 agents Single agent group for all brands 1 group Confidential Information. Copyright 2009 SpiceCSM.
  7. 7. The Solution • Reduce Operating Expenses: – 12 brands... 120 calls/hour (10 calls/brand) – 10:00 minute average handle time / 1:00 minute average queue time – Each agent can support all 12 brands... – Erlang calculation yields agent population of 24 • Operational Labor Costs: – 24 agents x $20/hr x 40hrs = $19,200 • Labor cost savings of 25% Confidential Information. Copyright 2009 SpiceCSM.
  8. 8. The Solution • Increase Revenue: – Utilize all 32 agents in one large shared agent group – Erlang calculations allow for over 40 calls/hr of additional capacity – Yields approx. 4 extra brands – 33% increase in Revenue with NO additional labor Confidential Information. Copyright 2009 SpiceCSM.
  9. 9. Multi-Tenancy • Clear and distinct separation of customer knowledgebases and processes • Single sign-on access • House the knowledge in the system and present it at the moment it's needed Confidential Information. Copyright 2009 SpiceCSM.
  10. 10. Customized Process Workflows • Take complex scenarios and turn them into simple 'step by step' resolutions • Advanced flowchart with walk-through capabilities • Allows for reduction in training time Confidential Information. Copyright 2009 SpiceCSM.
  11. 11. Advanced Process Flowchart Confidential Information. Copyright 2009 SpiceCSM.
  12. 12. Step by Step Confidential Information. Copyright 2009 SpiceCSM.
  13. 13. Step by Step Confidential Information. Copyright 2009 SpiceCSM.
  14. 14. Step by Step Confidential Information. Copyright 2009 SpiceCSM.
  15. 15. Business Impact Economies of scale  Higher degrees of consistency  Reduced training time and costs  Confidential Information. Copyright 2009 SpiceCSM.
  16. 16. Thank You Erlang Calculations – www.erlang.com/calculator/ Contact Info – jgroden@spicecsm.com – www.spicecsm.com Confidential Information. Copyright 2009 SpiceCSM.
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