Benefits.
Accuracy is Everything
Capacity planning is a modeling exercise. It hinges on one basic assumption: that the models built accurately reflect the operation being represented. Strategies’ models are accurate to within 5% (compared to Erlang’s 15-30%). You read that right. And we demonstrate it through a rigorous validation process.
True Mathematical Optimization
Complex operations, like your modern contact center, are difficult to optimize by hand. Strategies uses linear programming to determine when and where to hire new agents, based on expected agent attrition and shrinkage, and when to offer overtime or leave. This process creates the most mathematically-provable least-cost plan possible. Isn’t this what your executive leadership wants (but may not know to ask for)?
Big Picture Analytics
Combining validated, fast simulation models with optimal resource planning helps analysts answer important what-ifs like:
How can I reduce my budget by $2MM with little impact on my service delivery?
Our handle times are increasing. What is the risk of a service failure? How do I best protect our operation during uncertainty?
What is the true cost of attrition? Should I offer a stay bonus to get us through our busy period?
Better resource planning means less demand on your labor budget, which can save 5-15% in variable labor costs.
Fast ROI
Strategies’ simulation models will tell you your weekly service level, abandons, occupancy, and the speed of answer expected for all scenarios. Expect:
Fewer errors from complicated, over-linked capacity planning spreadsheets
Lower-cost, more exact staffing requirements and just-in-time hiring will reduce your costs
Consistent service delivery for your customers will increase Customer Satisfaction
A consistent agent work pace and occupancy reduces agent churn
Rapid what-ifs and risk analyses improve executive decision-making
Payback is within days or weeks, not years
Real Information
Whether you're a seasoned contact center strategist, or just getting started, here's information to help you go from "basic" to "brilliant."
