This next graph is pretty cool, and one which has been, prior to CenterBridge a very difficult piece of analysis to provide. It is simple: at each service level, what is the expected abandon rate?
For each contact type this graph will be very different- it depends on the customer patience of each type of caller.
This graph serves as a starting point to some very cool analyses. By knowing the expected abandon rate, you also can derive the expected revenue! You can get a very good picture of the number of customers you’ve ticked off (they hung up on you!). And you can get closer to the mother lode, for revenue centers: the relationship between staffing and profit (we’ll discuss that one soon).
About the last graph (pictured above): I think CenterBridge is still the only place in the whole workforce management space where abandons are forecasted and determined, as a function of the resource plan. In other words- we can figure out the marginal abandon rate: “if I hire one more person, how many fewer abandons would we have?”
THAT is very powerful, big picture stuff.