This PPT slide, part of the 78-slide Guide to Delivering Best-in-Class Customer Care PowerPoint presentation, presents a strategic overview of cost management in contact center operations, emphasizing the benefits of consolidating smaller operations and sourcing specific call types. The primary focus is on the cost implications associated with contact center agents, particularly how smaller sites incur higher operational costs. The graph illustrates that as the number of Customer Service Agents (CSA) increases, the average cost per CSA decreases, indicating economies of scale.

Key points highlight the challenges faced by smaller operations, including the need for incremental investments in infrastructure and management. These smaller sites often struggle with local labor supply issues, which can lead to management bottlenecks and difficulties in securing suitable facilities. This suggests that organizations should consider consolidating operations to enhance efficiency and reduce costs.

The slide also outlines strategic initiatives categorized by call type, represented in a color-coded matrix. "Gold contacts" are prioritized for high-value interactions, routed to the best agents. "Blue contacts" involve live on-shore agents, while "Red contacts" suggest a shift towards self-service options. "Green contacts" indicate opportunities for outsourcing or offshoring, depending on the service level required. This framework allows organizations to tailor their approach based on the complexity and value of each contact type, ultimately driving efficiency gains.

For potential customers, this slide serves as a compelling argument for re-evaluating current operational structures and exploring strategic sourcing options to optimize costs and improve service delivery.

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