Rightsizing

SizeX. Cost savings don’t have to result in worse customer experiences

Despite digitalization efforts and investments, employee costs still constitute a large share of total business costs, with significant impact on the bottom line. While having too many front-line employees can hurt profitability, having less than enough has deeper consequences on customer experience and future revenues. Finding the right balance requires factoring in customer expectations, changing demand, channel migration capabilities and more.

With our Firestarter "SizeX", we address this challenge, providing a dynamic solution which considers all key factors, and recommends the precise number of employees required for each role and branch or call center.

Decrease cost of service

by identifying overstaffed locations and roles

Improve employee satisfaction

and decrease turnover by a fairer work distribution and less overtime

Improve customer satisfaction

by addressing service level issues due to understaffed areas

Improve performance evaluation

and operational target setting, creating an objective basis

SizeX is an analytics suite with algorithms to optimize number of employees required for each position based on workload and service level targets.
Typical deployment time is 1 week.
  • Efficiency Insights: Efficiency analysis of individuals, teams and service centers based on real workload undertaken everyday
  • Consistency Insights: Analysis of performance consistency across time, teams and individuals to isolate and understand root causes of efficiency variation
  • Headcount Optimization: Optimization model for number of employees required in each role and service center, including contemporary resourcing models such as dynamic pools and multi-hatted roles
  • Workload Forecasting: Prediction of service demand and ideal number of employees for upcoming months and years, including scenarios such as channel migration and robotics automation
Sneak Peek

"Branch #143 performs with 10% higher efficiency than the rest as a result of its specialized resource handling the most sophisticated tasks which is not common practice"

"12 branches are currently overstaffed, with a 5% negative impact on their overall profitability"

"Introducing dynamic pool for teller transactions will decrease headcount by 5%, while improving overall customer service level by 10%"

"After completing the RPA project, 20% of tellers can be upskilled to sales related roles in 10 branches"