Cost Optimization and Resource Allocation in Support Questions

Focuses on managing budgets, headcount, and technology investments to deliver scalable and cost effective support. Candidates should explain frameworks used to prioritize spending including cost per interaction calculations, cost benefit analysis for automation or outsourcing, vendor selection and management, and total cost of ownership. Expect examples of forecasting, trade offs between hiring and automation, decisions about insourcing versus outsourcing, and measured return on investment for major initiatives, with discussion of how cost decisions impacted customer experience and business metrics.