I’ve found at least 10% waste in every team I’ve audited.
Here are the 3 fastest places to find savings:
1. Agent-level productivity analysis
Go agent by agent.
You’ll find patterns: longer breaks, inflated wrap-up time, excessive off-phone time.
Modern tools can track what agents do all day and find where time is leaking.
2. Supervisor ratio inconsistencies
Look at the ratios across your teams.
One team might have a 1:7 supervisor-to-agent ratio. Another team has 1:12.
That’s overstaffing you can immediately correct.
3. Manual QA processes
If you’ve already invested in call recording software, you can usually add quality assurance tech.
So you don’t need a full QA team to do what software can do instead.
Automate the process and redeploy the headcount.
These are low-hanging fruit corrections.
You can make them in 30-60 days
And save 10-15% of your labor costs without touching customer experience.
The key is knowing where to look.
I’m Mark Danielson, and I help healthcare leaders reduce support costs while improving patient satisfaction.
Follow me for practical insights on cutting contact center costs, improving service quality, and modernizing operations without the tradeoffs.
