$1M+ Annual Savings
Global Athletic Apparel & Footwear Leader
Delivered a rapid 4-week operational assessment of the contact center; analyzed contact demand and outsourcing capacity, identifying workforce management and labor planning opportunities.
The Business Problem
Leadership wanted to understand whether they had the right number of staff at each level of support to effectively handle their annual contact volume. Beyond staffing alignment, they were also ambitious about raising the bar on customer experience — specifically, improving first call resolution (FCR) as a key operational KPI to continuously serve customers better.
The Approach
I co-led a rapid 4-week operational assessment alongside a trusted colleague, driving the analytical workstream end-to-end. I analyzed contact volume trends, outsourcing utilization, and labor planning processes — mapping demand against staffing models across tiers to identify misalignment. I also researched and delivered industry-level benchmarks on service levels, giving leadership a clear view of how their operation compared to peers. From there, I surfaced actionable opportunities and delivered a prioritized set of recommendations that could be executed immediately without disrupting service levels.
The Journey
Week 1
Stakeholder Workshops & Frontline Interviews
Two days of intensive stakeholder workshops with leadership, followed by side-by-side interviews with frontline agents to understand real workflows and pain points.
Week 2
Data Analysis & Demand Mapping
Deep analysis of contact volume trends, outsourcing utilization rates, and labor planning processes — mapping demand against staffing models across tiers.
Week 3
Industry Benchmarking & Research
Researched and compiled industry-level benchmarks on service levels, giving leadership a clear view of how their operation compared to peers.
Week 4
Recommendations & Playbook Delivery
Synthesized findings into a prioritized set of actionable recommendations and delivered the final playbook to executive leadership.
The Outcome
$1M+ — $1M+ annual cost reduction delivered in 4 weeks
The assessment identified over $1M in annualized cost savings through workforce management optimization and outsourcing rebalancing. Recommendations were delivered within 4 weeks, giving leadership an actionable playbook that didn't require a multi-month transformation to realize value.