Strategic Performance Architecture
Why & When Determining staffing requirements based on the number of leads that need to be contacted. Ideal for planning lead batch outreach.
Sample Scenario "We have 10,000 leads to contact this month. How many staff do we need to ensure all records are reached?"
Why & When Identifying the "Physical Speed Limit" of current staff. Used to see if aggressive goals are humanly possible.
Sample Scenario "What is the absolute maximum dials our current team of 5 can physically handle in a day?"
Why & When For telephony budgeting and minute pre-purchasing based on active staff counts and shift duration.
Sample Scenario "How many thousands of outbound minutes should we purchase for our full month pool?"
Why & When Validating targets against physical manpower before implementation to prevent shortfall.
Sample Scenario "The CEO wants 20,000 monthly connections. Is this physically possible with our current team?"
Why & When Proving the productivity leap from manual outreach to automated voicemail drop technology.
Sample Scenario "Is a dialer really 50% faster than my manual team leaving messages?"
Required Headcount
Connected Labor Hours Needed
Updating model...
Max Physical Throughput
Dials Per Headcount
Total Team Pool
Calculating capacity...
Monthly Resource View
Per Agent Pool
Total Team Pool
Calculating pool...
Stress Test
Aligned Quota
Capacity
Team Total
Operational Capacity vs. Aligned Quota Goals
Lead / Record
A unique data record intended for a contact attempt.
Dial / Attempt
A physical outbound attempt by the software.
Call / Connection
A dial resulted in an answered interaction (Live Person, VM, or Machine).
AHT (Avg. Handling Time)
Total duration of Talk + Hold + ACW per handled call.
Staff HeadCount
Total agents assigned to handle dialing interactions.
Shift Hours & Days / Mo
Shift: Total workday. Days: Operational count.
Break / Lunch / Total Break
Segments of downtime deducted from the shift duration.
Net Productive Time
Actual minutes spent dialing after downtime subtracted.
Adjusted Workload
Dial attempts required to hit goal after missing no-answers.
Overstaffed / Optimized
Capacity meeting targets while allowing for quality buffer.
Shortfall / Understaffed
When dialing workload exceeds physical staff potential.