You hired to answer the calls your process created

A share of your inbound volume exists only because something upstream failed, and staffing to the total quietly makes that failure permanent.

By Steve 4 min read
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A support team that handles more contacts each quarter looks, from a distance, like a business with more customers. So the ratio gets set, so many contacts per head, so many heads per thousand accounts, and headcount follows volume. The ratio holds. The service level holds. And nobody notices that a meaningful share of the volume is not demand at all. Two kinds of demand wearing the same uniform Systems thinking in service operations draws a distinction that most capacity models ignore: value demand and failure demand. Value demand is…

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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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