Agents Required: 312 FTE
Current Headcount: 287 FTE
Shrinkage Rate: 34% real-world modelled
Cost per Contact: $8.42
Fix: Hire 25 FTE · Cost $875K
SLA ROI: $2.1M revenue protected
Every workforce planning model assumes shrinkage of 15–20%. But in 30 years of personally budgeting call centres across large corporations, real shrinkage consistently ran 28–38%. Build your headcount plan on textbook numbers and you will be understaffed every single quarter — guaranteed.
Most call centre planning consultants have studied workforce management. Very few have actually sat down and built the FTE budget for a 450-person contact centre, justified it to a CFO, and then lived with the consequences when the model was wrong. This dashboard was built by someone who did exactly that — repeatedly, for 30 years.
Real-world shrinkage models. FTE budget constraint scenarios. SLA impact analysis. Intangible cost calculations. Interval staffing optimisation. Everything built from 30+ years of real call centre planning experience — not a textbook, not a case study, not a consulting framework.
The only call centre planning dashboard built by someone who personally budgeted 450+ FTE call centres in large corporations. Includes real-world shrinkage modelling, FTE budget constraints, and intangible cost analysis — because the person who built it lived every one of these problems for over 30 years.
Turn gut-feel coaching into data-driven 1-on-1s. Every agent ranked. Every coaching opportunity quantified. For call centres from 5 to 2,000+ agents — built from 30+ years of real call centre management experience.
No other call centre planning tool was built by someone who personally sat down, built the FTE budget, justified the shrinkage assumptions to a CFO, and then ran the centre with the consequences of being wrong. This one was. That is the difference.
You need a headcount plan built on real shrinkage numbers — not the 15–20% assumption that causes you to be understaffed every peak season. Built by someone who has run this exact calculation across 2,000+ agents.
You need interval staffing optimisation, FTE budget constraint scenarios, and SLA impact modelling that actually reflects how your centre operates — not how a textbook says it should.
You need call centre costs explained in financial terms — cost per contact, fully loaded FTE cost, intangible cost impact, and the ROI of every staffing investment. Built by a finance executive who has justified every one of these numbers to a board.
You need to know exactly what your current staffing level means for SLA performance, what it is costing in customer experience, and what it will take to fix it — with a dollar figure attached to every decision.
Book a 15-minute demo. No sales pressure. Just an honest conversation from the only person in the market who has personally budgeted 450+ FTE call centres, justified real-world shrinkage assumptions to a CFO, and lived with the consequences of getting the plan wrong — for over 30 years.
No commitment. No consultant fees. Just 30 years of real call centre experience in a 15-minute call.