Quality Cliff
Find the workload where quality falls off a cliff, then staff back from it.
The job
Shows with customer evidence the level of agent occupancy at which outcomes collapse, prices the hidden repeat contacts in seats and money, and sets next week's occupancy cap safely back from the edge.
The moment
A contact centre's workload is drawn as a landscape with a cliff. Each past week stands on it as a figure, placed by how busy agents were kept.
The cliff edge sits at 85 to 89% occupancy, the share of agents' time spent handling contacts. It is drawn as a band, not a falsely precise line.
Last peak season's worst week lies at the bottom of the cliff.
Dragging next week's figure over the edge shows 2,300 repeat contacts, the work of 11 seats, falling off the cliff face.
What it does
- Send the cap to the staffing plan
- Send the clause exhibit
- Drill a week
- Stamp the verdict
What you see
Walkable terrain illustration: a cliff with past weeks standing on it as figures, next week's figure dragged toward the edge, and repeat costs falling as rocks; plus a one-page client exhibit
What it moves
Repeat contacts per 1,000 handled on days planned below the edge compared with days over it, shown as seats and dollars a month. For outsourced contact centres, SLA credits avoided.
Built for
- Contact-centre operations
- Finance
- CX leaders & VoC
- QA, training & knowledge
