Utilizing Multi-Tenancy and a
Shared Agent Environment to
Reduce Operating Expenses
Justin Groden
Business Development
Confidential Information. Copyright 2009 SpiceCSM.

Agenda
• Business Case
• The Problem
• The Solution
• Technology
• Business Impact
Confidential Information. Copyright 2009 SpiceCSM.

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.

The Problem
• Need to reduce operating expenses without
reducing business?
• Increase revenue without adding resources?
Confidential Information. Copyright 2009 SpiceCSM.

The Solution
Truly Shared Agent Environment

Deployment of Multi-tenant

knowledgebase
Use of Process Workflows

Confidential Information. Copyright 2009 SpiceCSM.

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.

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.

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.

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.

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.

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

Confidential Information. Copyright 2009 SpiceCSM.

Thank You
Erlang Calculations
– www.erlang.com/calculator/
Contact Info
– jgroden@spicecsm.com
– www.spicecsm.com
Confidential Information. Copyright 2009 SpiceCSM.