What Your Compliance Report Doesn’t Tell Your CFO
Return to the Watering Hole Meeting your PUC service level targets is not the same thing as running an efficient operation. Your compliance report confirms the first. It says nothing about the second. 100% compliant operations can still carry$400K+ in avoidable annual labor cost 2 metrics that regulators care about vs.the 6 that determine labor […]
The 24/7 Shrinkage Problem Nobody’s Tracking
Return to the Watering Hole Your shrinkage model was built on day-shift data. It has been running your overnight and weekend schedules ever since. Here is what that gap is costing. 6-10 pts typical gap between day-shiftshrinkage model and overnight actual $290K+ estimated annual cost of untracked off-hours shrinkage drift on a 200-agent op […]
Your Outage Response Isn’t the Problem. Your Baseline Is.
Return to the Watering Hole Storm events, heat waves, and billing surges always have a cost. But a significant portion of your overtime was there before the first call spiked. Here’s how to tell the difference, and what it’s worth to close the gap. Every utilities contact center has a story about last August. Or […]