Increasing Agent Utilization

Who

Director of Customer Support

Issue

Using Readyly’s data fusion tool, a B2C data security company identified an imbalance in agent staffing and utilization. Specifically, they were overstaffed during the early morning hours. Utilization rates for some agents were as low as 0%. The challenge was how best to schedule the team based on the actual volume and types of tickets coming in.

Solution

The client used Readyly to 1) balance agent schedules with actual demand and 2) identify abnormal increases in tickets at certain hours which would signal customer outages that could be addressed directly with the customer.

Result

The client was able to save $50,000 in annual labor costs, amounting to a 122% ROI on a single issue.