Case Study
$415K in Annual Savings for a Regional Utility Contact Center
+$415,000
Total Run-Rate Impact Annually
12%
Increase in Customer Satisfaction
90 Days
Time to Measurable Impact
CASE STUDY DETAILS
Project Summary:
A regional utility provider serving more than 200,000 residential and commercial customers was experiencing declining service levels, rising customer complaints, and escalating labor costs within its 55-seat contact center.
The operation had evolved without a formal workforce management structure. Scheduling was handled manually, routing complexity had grown over time, and the technology stack lacked the analytics and automation needed to support efficient operations.
Knowledge Rhino was engaged to stabilize service levels, improve operational visibility, and reduce unnecessary labor costs.
Within 90 days, Knowledge Rhino implemented a structured workforce management framework, simplified routing architecture, introduced self-service capabilities, and deployed advanced analytics to give leadership real-time visibility into performance.
The result was $415,000+ in annualized savings, a 12% improvement in customer satisfaction, and a more efficient contact center operation positioned for sustained performance improvement.
CASE STUDY DETAILS
The Challenge:
Prior to Knowledge Rhino’s engagement, the contact center faced several operational gaps that were compounding over time.
No Workforce Management Function
Scheduling was managed manually in spreadsheets with no forecasting methodology, intraday management, or adherence tracking.
Routing Complexity
Years of incremental system changes had created dozens of routing profiles, many of which were unused or redundant, increasing customer wait times.
Fragmented Technology Environment
Agents relied on multiple systems to resolve a single customer inquiry, increasing handle time and operational inefficiency.
No Self-Service Options
Routine transactions such as billing inquiries and service scheduling required live agents, driving avoidable call volume.
Limited Operational Visibility
Leadership lacked consolidated reporting and had minimal insight into staffing efficiency, shrinkage, or the financial impact of workforce decisions.
PLAN OF ACTION
Project Solution:
Knowledge Rhino deployed a multi-disciplinary optimization program spanning workforce management, routing architecture, technology enablement, and analytics.
A structured workforce management framework was introduced including interval-level demand forecasting, optimized schedules aligned to demand patterns, and adherence tracking.
Routing architecture was audited and simplified, eliminating dormant profiles and reducing unnecessary call transfers.
Technology improvements included a modern CRM platform to unify agent workflows and an Intelligent Virtual Assistant to automate routine customer requests such as billing inquiries and service scheduling.
Knowledge Rhino also deployed its RhinoSights analytics platform to provide leadership with real-time operational dashboards and financial visibility into staffing decisions.
In addition, Supervize AI speech analytics was implemented to analyze customer interactions, identify call drivers, and deliver targeted coaching insights to agents.
THE IMPACT
New Initiatives:
Within 90 days, the engagement delivered measurable improvements across cost, service quality, and operational visibility.
-
$415K+ Annual Savings
Staffing optimization, call deflection through self-service, and operational efficiency improvements reduced unnecessary labor costs. -
12% Increase in Customer Satisfaction
AI-driven coaching and improved call handling consistency significantly improved the customer experience. -
Operational Visibility for Leadership
RhinoSights dashboards provided real-time insight into staffing efficiency, shrinkage trends, and workforce performance. -
Structured Workforce Management
The operation transitioned from manual scheduling to a forecasting-driven workforce management model. -
Simplified Routing and Faster Call Handling
Routing complexity was reduced, improving speed of answer and reducing unnecessary transfers.
Could This Apply to Your Contact Center?
Many contact centers experience the same patterns seen in this engagement:
- Workforce models that have not been recalibrated in years
- Routing complexity created by incremental system changes
- Staffing decisions made without clear financial visibility
- Routine customer requests still handled by live agents
These issues rarely appear all at once, but over time they compound into rising labor costs, service level volatility, and customer frustration.
Knowledge Rhino specializes in helping organizations identify these hidden inefficiencies and implement practical improvements that produce measurable financial and operational impact.
Explore Your Contact Center’s Optimization Potential
If you are evaluating ways to improve service levels, reduce avoidable labor costs, or modernize workforce management practices, Knowledge Rhino can help you assess where the largest opportunities exist.
Start with a brief conversation to compare your operation’s current structure with the practices used by high-performing contact centers.
Rhino-Sized Results
Ready to conquer the jungle of workforce management? Our experts can guide you through the terrain to help transform your business and thrive in the wild world of contact centers.