Customer Current State

Configure your baseline operating environment

Controls

Customer Name Optional

Industry *

Information Available *

Channels in Scope

Inbound Voice Outbound Voice Email Chat

Annual Volume

Inbound Voice

Outbound Voice

Email

Chat

Agent AHT (minutes)

Inbound Voice

Outbound Voice

Email

Chat

Delivery Locations *

Number of Locations

Agent Performance

Shrinkage

%

Occupancy

%

Monthly Agent Hours

Current Spend Enter any one

Cost per FTE per Month (£)

Cost per Transaction (£)

Annual Spend (£m)

Headcount —

Total Volume —

Est. Cost/Call —

Transformation Assumptions

Configure automation, AHT reduction and deflection parameters

IT Requirements

CaaS Agent Assist Outsourced to IBM

Volume

YoY Volume Increase

%

Call Avoidance (%)

%

Automation (Agentic AI)

Inbound Voice

%

Outbound Voice

%

Email

%

Chat

%

AHT Reduction

Inbound Voice

%

Outbound Voice

%

Email

%

Chat

%

Target Agent Performance

Agent Annual Hours

Target Shrinkage

%

Target Occupancy

%

Attrition

%

Deflection

Voice Deflection

%

Chat Share of Deflection

%

Email Share of Deflection

%

Deflection Ramp Up (months)

Pricing & Margins

BPO and IT cost parameters

BPO Pricing

Rate % above Market

%

Gross Profit %

%

Contingency %

%

IT Asset Pricing

Agentic AI — One-time (£)

Agentic AI — Per Transaction/Min (£)

IBM Governance %

%

CaaS Pricing

Implementation (£)

AMC Monthly Recurring (£)

Per Licence (£/mo)

Amortisation (months)

Agent Assist Pricing

One-time Implementation (£)

Per Agent Per Month (£)

Business Case

5-Year Value Summary

As-Is Spend (£m)

—

To-Be Spend (£m)

—

Total Savings (£m)

—

HC Reduction %

—

As-Is HC

—

To-Be HC

—

Year-by-Year Summary

	As-Is	Y1	Y2	Y3	Y4	Y5	5-Year Total

Savings vs Spend (£m)

Headcount Journey

Savings Waterfall

Assumptions Summary