Financial Services Company Shaves $260K in Labor Costs in Six Months with Intradiem Contact Center Automation

$194,000
saved in management labor costs

$67,600
saved in agent
labor costs

3,219
added VTO
hours

Case Study Summary

A leader in consumer financial services partnered with Intradiem to enhance contact center efficiency using Intradiem’s patented Staffing solution. By dynamically adjusting staffing levels and offering automated Voluntary Time Off (VTO) to agents, the company achieved substantial cost savings and operational improvements.

In just the first six months, they were able to:

Save $194,000 in management labor costs
Save $67,600 in agent labor costs
Deliver 3,219 VTO hours

After an initial implementation involving 300 agents, the company is expanding the program to 6,000 agents in a phased approach. Substantial further benefits are expected.

“Our agents and workforce planners love how Intradiem makes it so much easier to offer and accept voluntary time off. Agents also love how Intradiem automatically updates their schedules once they log out.”

– AVP for Planning & Analysis

Challenge

This renowned financial services provider faced the persistent challenge of balancing agent availability with fluctuating customer demand. When agent supply exceeds demand, the company pays for unneeded staff hours, which adds significant costs to already strained contact center budgets. Traditional manual approaches to handling time off and overtime offers—and the critical schedule updates that must accompany them—lacked the agility required in a dynamic operational environment.

Snapshot

Industry: Financial Services
Agents: 300

CHALLENGES

Strived to balance agent availability with customer demand

Traditional manual processes required significant intervention

Struggled with unnecessary staffing costs

INTEGRATIONS

ACD

WFM

At the same time, manual processes for offering VTO were cumbersome, requiring significant workforce planner intervention and supervisor oversight. The company sought a solution to automate the process and dynamically align staffing levels with real-time demand to minimize costs.

Results with Contact Center Automation

The firm implemented Intradiem’s Staffing solutio n to automate offers of VTO, providing agents with more flexibility while reducing staffing costs. The solution integrates with the company’s existing workforce management (WFM) tools to offer real-time VTO opportunities based on current business conditions.

The company realized immediate savings and improvements, including:

5,654 real-time management (RTM) hours saved (worth $194,000)
$67,600 saved in the first six months
3,800 VTO offers accepted
3,219 VTO hours delivered

Agents were able to take short, unpaid breaks instead of being dismissed for the remainder of their shifts, ensuring flexibility without a total loss of productivity.

These improvements avoided the need for overtime, reduced agent burnout, and contributed to greater workforce satisfaction. Automation of manual tasks like VTO offers and schedule updates has given workforce planners and supervisors more time to focus on higher-priority tasks.

Approach

Intradiem’s contact center technology is designed to address inefficiencies by automating both the offer and acceptance of VTO opportunities. The company’s agents receive real-time offers for short-term unpaid breaks which are tailored to fluctuations in demand. This improves cost efficiency by reducing labor costs during periods of lower customer demand.

The solution’s integration with existing workforce management infrastructure allows for automatic schedule updates once an agent logs out for VTO, eliminating the need for manual interventions. As a result, the company significantly reduced the administrative burden on its workforce management team. In the first six months, they saved 5,654 real-time management hours valued at nearly $194,000, which would have otherwise been spent on manual scheduling adjustments.

The approach also improves agent satisfaction and engagement. By offering greater scheduling and workload management flexibility, agents experience less burnout and stress, and the company has experienced stronger adherence and availability rates. They plan to expand the use of Intradiem’s Staffing Solution from 300 agents to 6,000 over the next year, further enhancing cost savings and operational efficiency.

Conclusion

This partnership with Intradiem has resulted in substantial improvements in staffing efficiency and cost reduction. With a projected expansion to 6,000 agents, the company anticipates even greater benefits as they continue to leverage automation for smarter workforce management. The implementation of Intradiem’s Staffing solution has transformed their contact center operations, helping the company reduce costs, improve agent satisfaction, and streamline workforce management processes.

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