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.

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

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

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

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

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. 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. 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. 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. 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. Advanced Process Flowchart
Confidential Information. Copyright 2009 SpiceCSM.

12. Step by Step
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13. Step by Step
Confidential Information. Copyright 2009 SpiceCSM.

14. Step by Step
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15. Business Impact
Economies of scale

Higher degrees of consistency

Reduced training time and costs

Confidential Information. Copyright 2009 SpiceCSM.

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