Build a Support Cost Forecast
Build a support cost forecast from activity drivers and identify which variance signals update the model.
Forecast next month's support labor. Expected tickets: 42,000. Handle time: 8 minutes per ticket. Productive capacity: 6,000 minutes per agent per month. Loaded labor cost: $5,800 per agent. Automation may reduce handle time to 7.2 minutes. Required agents = (ticket volume x handle time) / productive minutes per agent. Labor budget = required agents x loaded labor cost. The common shortcut is to hire based only on ticket growth. That ignores productivity, automation, and service design. Demand minutes 42,000 tickets x 8 minutes = 336,000 required minutes Ticket volume becomes a labor requirement only after handle time is applied. Agent…
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