Build a Support Cost Driver Tree
Break a support-cost problem into volume, complexity, and policy drivers and choose a matched improvement lever.
Support cost rose 22% while total ticket volume rose only 4%. Leaders are debating whether to freeze hiring or approve more agents. Break the cost line into volume, complexity, and policy drivers before deciding whether the answer is capacity or redesign. The common trap is to compare total cost to total ticket count and stop there. That hides segment-level complexity and the upstream choices inflating handle time. Step 1 Separate the cost pool: labor, outsourced overflow, tooling, and service credits. This prevents one noisy line from hiding a different problem somewhere else in the support budget. Step 2 Compare ticket…
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