Each slider starts at the industry benchmark average — what most operations look like today. Slide left to model improvement and see what you can save. Slide right to see what poor performance is costing you.
Estimates based on WAYS engagement data across 500+ contact center environments. Actual results vary.
Base inputs used across all four KPI calculations.
How far off is your forecast from actual demand, on average?
What percentage of your labor spend is wasted by scheduling gaps?
How much of your labor cost is lost to intraday execution gaps and unplanned overtime?
How much of your WFM platform's capability are you actually using?
Conservative estimates. WAYS has delivered $6M in savings in a single engagement. Your actual opportunity depends on WFM maturity and execution speed.
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Total labor cost × variation % × 0.55 recovery factor. Captures cost of both overstaffing (idle capacity) and understaffing (overtime, SLA exposure) driven by inaccurate demand forecasts.
Total labor cost × gap % × 0.60 recovery factor. Represents labor dollars consumed by scheduling misalignment — wrong shift patterns, shrinkage underestimation, and adherence gaps.
Two-thirds of inefficiency recovered at base rate; one-third at 1.5x OT premium to account for overtime mismanagement. Combined into a single efficiency figure.
Total labor cost × 10% max improvement × gap from current utilization to 100%. Full platform utilization estimated to improve labor efficiency by 10% through better forecasting, scheduling, and reporting.