Workforce Clarity for Utilities Operations
The outage didn't cause your overtime problem.
It gave it a place to hide.
Utilities contact centers run in a world of predictable unpredictability. Storm season. Heat waves. Billing migrations. There’s always a reason for the overtime. That’s exactly the problem.
When every spike has a cause, it’s easy to miss what’s underneath: a workforce model that drifted months ago and never came back. The events absorb the blame. The structural cost keeps compounding.
We help you find it.
What's Hiding in Your Overtime?
Not all overtime is a crisis response. Some of it lives in your model.
Want to know where yours is coming from?
Shane can show you in 20 minutes. No deck. No pitch. One problem, looked at honestly.
What utilities operations leaders are reading.
No pitch. No gated content. Just the analysis we'd want someone to hand us.
Your Outage Response Isn’t the Problem. Your Baseline Is.
Storm events absorb blame for overtime that was structurally baked in long before the first call spiked. Here’s how to tell the difference — and what it’s worth to close the gap.
What Your Compliance Report Doesn’t Tell Your CFO
Hitting PUC service levels feels like proof the model is working. It isn’t. An operation can be fully compliant while running $400,000 in avoidable annual labor cost.
The 24/7 Shrinkage Problem Nobody’s Tracking
Shrinkage models are built around day-shift assumptions — then applied uniformly to overnight and weekend intervals where absenteeism, break patterns, and training time behave completely differently. The gap is real. And it’s growing.
What one utilities ops director found when they looked.
Not a testimonial. A peer story. Real numbers, real decisions, no happy-talk.
+$415K
Total Run-Rate Impact Annually
12%
Increase in Customer Satisfaction
90 Days
Time to Measurable Impact
The next step
A free workforce model health review. No preparation required.
This is not a discovery call. It’s a working conversation where we examine your model directly and give you something useful — regardless of what comes next.
- We identify where assumptions have drifted from operational reality
- We isolate the highest-impact recalibration opportunities specific to your environment
- You leave with a clear view of where cost, service, or scalability risk is currently embedded
- No software change required. No transformation project. No obligation.
Book a Quick Sanity Check
Typically 15-20 minutes. Available to travel insurance operations leaders only.
Let’s Rewrite the Rules
Together
It’s a wild digital world. We don’t follow the map. We build the path.