How MedTech Corp Reduced Operational Risks by 45% with Smart Automation

Test Case: Virtual Call Center Optimization for Large Telco

Customer:
Tier-1 Telecommunications Organization (undisclosed name)

Objective:

Reduce workforce headcount by at least 13% across geographically dispersed call centers without compromising service level agreements (SLAs).

Business Problem:

The customer operated physical call centers requiring ~2,000 agents.
Recruiting and retention challenges were escalating costs and reducing agility.
High variance in call volume made manual scheduling inefficient.

Solution Provided by ESI LABS:

Implementation of a Virtual Call Center Model, decoupling location from staffing.
Deployment of a modern Workforce Management (WFM) platform.
Custom configuration of:
- Demand Forecasting Engine: Predictive modeling using historical and contextual data.
- Scheduling Optimizer: Proprietary algorithm that minimizes staffing while meeting SLA targets.

Implementation Timeline:

Duration: Less than 4 months
Phases: Assessment → Modeling → Pilot → Rollout

Expected Outcomes:

Reduce staffing requirements by 13%
Maintain existing SLA performance levels

Results Achieved:

15%

Headcount reduced by 15%

90%

SLA KPI adherence improved by 90%

90%

Fully operational modern WFM solution delivered on time

Conclusion:

The transformation to a virtual, algorithm-driven call center delivered measurable workforce savings and improved service metrics within an accelerated timeline.

Head of Operations, Leading Telecommunications Provider

“We faced an urgent challenge—our geographically distributed call centers demanded over 2,000 agents, and it was becoming increasingly difficult to recruit, train, and retain talent while maintaining service quality. ESI LABS delivered a game-changing Workforce Management solution. Within just four months, they helped us virtualize our call centers and deploy a smart scheduling system powered by advanced forecasting and optimization algorithms. The impact was immediate: we reduced headcount by 15% while improving SLA adherence by 90%. Their expertise turned a persistent operational bottleneck into a strategic advantage.”

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