Readiness Auction
Next season's budget lines bid with last season's verified returns per dollar.
The job
Puts the next peak season's readiness budget into the actions that verifiably worked last time, per dollar, and records in advance what each funded line must deliver.
The moment
Next peak season's budget is set out as an auction. Each spending line bids with the contacts it verifiably avoided last season, per dollar.
The cheapest line, a proactive message with the expected arrival time, cost nothing and avoided about 3,900 contacts (somewhere between 2,700 and 5,100).
The $2 million temporary staffing line avoided about 1,100 (between 400 and 1,800), at about $1,800 per contact.
The CFO moves 30% of the temporary staffing budget onto riders for the two worst nights. As the hammer falls, each funded line's promised result is recorded.
What it does
- Enter a lot and its cost
- Allocate budget and pre-register the bet
- Send the allocation for finance approval
- Stamp the post-season verdict
What you see
Auction room: lots, paddles that rise and fall with the budget slider, a hammer sheet and a post-season reopening
What it moves
Verified contacts avoided per dollar of readiness budget, and the share of next season's budget backed by verified results rather than faith.
Built for
- Finance
- Operations
- CX leaders & VoC
- Contact-centre operations
