Real Numbers

How does Strategies work?

Achieving planning accuracy and speed, and significant cost savings in your contact center isn't a dream; it's a process. Our four-step approach to contact center planning delivers a tailored strategy, replacing generic models with a clear, repeatable process that transforms your operations.

Mackey makes it fast. Here's how:

How does Strategies work?

Mackey makes it fast. Here's how:

The Real Numbers 4-Step Process

Data Gathering & Model Building

First, we'll collect your operational data, including per-channel volumes, handle times, shrinkage, and business rules. Then, we'll create a custom simulation model and validate it against your historical data to ensure 5% simulation accuracy.

This is where the magic begins to happen. Real Numbers' models are very accurate. Where you may be used to the Erlang models, which can overestimate staffing needs by 10–30%, ours are accurate to usually within 5% (and we'll prove it). You'll end up with a very accurate custom simulation model for your specific contact center.

Beginning the process with this degree of accuracy will make some amazing things happen later. Keep reading.

Strategic Planning & Forecasting

Mackey accelerates

With your custom model, you begin planning strategically by creating dependable forecasts, developing detailed staff plans, and building realistic budgets. Our tool allows you to rapidly plan for many strategies, so you can see the impact of different variables on your operations.

Strategies is fast. You'll be able to proactively mitigate risks, avoid costly surprises, and make informed decisions.

This is where speed becomes a competitive advantage.

Mackey takes it further — just describe what you need:

"Run a forecast with 15% volume growth and show me staffing impact."

Optimization & Implementation

Mackey orchestrates

Together, we'll fine-tune everything to optimize your resources and get the most out of your operation. Strategies generates the best hiring, training, overtime, and undertime plans to maximize efficiency and reduce costs.

You'll build an optimized plan that includes the detailed (and mathematically provable) staffing and budget plans they're looking for. You'll be able to confidently share your optimized plans, knowing that they are backed by data-driven insights and are tailor-made for your contact center.

With Mackey, just ask:

"What's the least-cost plan to hit 85% SLA with headroom?"

"Build an overtime schedule for Q3 within a $500K budget."

What-If Analysis & Risk Assessment

Mackey makes it conversational

The true strength of Strategies lies in its ability to conduct thorough "what-if" analyses. By simulating various scenarios, such as a 20% increase in call volume or a rise in attrition rates, you can accurately predict potential outcomes and risks. With reliable data and fast simulations, you can make smarter decisions to protect your staffing levels, your service levels, and your budget.

Analytics at this level can help you fine-tune your planning and take some of the pressure off your labor budget, to the tune of 5–15% savings in those variable costs.

Mackey makes this conversational — multi-step, multi-scenario in seconds:

• "What if we lose 20% of agents in Q2? Show me the staffing and SLA impact, and the cost to recover."

• "Run a sensitivity analysis on our top 5 cost drivers."

• "Compare three scenarios: conservative budget, aggressive growth, and worst-case volume drop."

Mackey handles multi-step, multi-scenario analysis in seconds—transforming risk assessment from a manual, error-prone process into a fast, data-driven dialogue.

The end result: a mathematically optimal strategy your executive leadership will love—

and with Mackey, the time to achieve it is measured in minutes, not weeks.

Why Our 4-Step Process Works

A Tailored Approach

Your contact center is the heart of Strategies' modeling process. That's why the results are accurate and relevant. "One size fits all" just… doesn't.