- Demand profile: arrivals by interval (15/30/60 min), forecasts, seasonality and promotions.
- Handle time: AHT by contact type/skill, wrap, after-call, setup, and variability.
- Service targets: SLAs, abandonment tolerance, response times, priority rules.
- Shrinkage and availability: absence, holidays, training, meetings, adjacency rules.
- Skills & routing: multi-skill matrices, minimum staffing, cross-train options.
- Operating constraints: contracts, shift lengths, breaks, part-time windows.
- Costs & KPIs: pay, premiums, penalties, customer impact metrics.
We accept spreadsheets, CSVs, or direct exports from your WFM/CRM tools.
Analytical Methods We Apply
- Growth planning: demand +20–50% — quantify extra heads, skills and shifts.
- New channels or sites: digital/voice mix, hub‑and‑spoke routing, overflow rules.
- Compressed work weeks: 4x10s vs 5x8s — service, fatigue, and cost impacts.
- Seasonal peaks: temporary hours, overtime, and cross‑skill training ROI.
- Service uplift: moving from 70/30 to 80/20 — staffing and budget delta.
- Resilience: absence spikes, system outages, disaster level analysis.
Each scenario comes with clear trade‑offs, sensitivity charts, and recommended actions.
What You Receive
- Reusable model tailored to your operation (inputs, assumptions, and scenarios).
- Executive summary with options, quantified impacts, and risks.
- Slide deck with charts: demand vs coverage, service, occupancy, and cost.
- Recommendations and implementation checklist.
- Handover session and Q&A; optional training for your team.
Request a Scoping Call
In 30 minutes we’ll map your objectives, data readiness, and success criteria. You’ll leave with a clear plan and next steps.
- Who should join: operations lead + data/forecasting owner.
- Bring (if available): recent demand and AHT, current rota, SLA targets.
- Outcome: scoped approach, timelines, and a transparent estimate.