Call volume is up a third. The customer base is the same size.

Some of the work an operation does exists only because the operation created it, and most reporting systems are built in a way that keeps it invisible.

By Steve 5 min read
Abstract bridge artwork for Call volume is up a third. The customer base is the same size.

A support function that handles more contacts than it did last year, without more customers than it had last year, is telling you something. The usual reading is that service standards have slipped, or that the team needs another head. Both readings assume the volume is real: that each call represents a customer with a want. Often a large share of it represents a customer with a problem the business itself manufactured, and the team is being resourced to absorb it rather than to stop it. Two kinds of demand…

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Important: General information only. Rialto Bridge articles describe patterns and considerations that may apply to a business; they are not financial, legal, tax or accounting advice, and they take no account of your particular circumstances. Consider your own situation and seek advice from a qualified professional before acting.

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