Case Study: a remittance company reduces call center costs by 50% with LatentView Analytics

Remittance Industry saves $1M per month by reducing call center staffing with LatentView Analytics

A remittance industry client was faced with the challenge of determining the revenue impact of downsizing its call center personnel, which was necessary as the pandemic prevented operations from functioning at full capacity. With no existing method to track call center performance, the client engaged LatentView Analytics to identify the effectiveness of its call centers.

LatentView Analytics developed a solution to track customer transaction patterns after they contacted the call center. By calculating return rates and approximate revenue generated, they modeled various downsizing scenarios. The analysis revealed that cost savings from reduced staffing would outweigh the revenue loss, enabling a 50% reduction in staffing for approximately $1M in monthly savings. LatentView further extended this analysis to a regional level to establish alternatives to call centers, which decreased dependency for specific issues like status calls.