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In 2016, a campaign(client) has informed management that they may layoff some employees as there was a decline in work volume starting March 2016 to June May 2016. In order to avoid employees from losing their jobs, I have been tapped to help find a way to prove that there is no need to remove some people.

Using a year-on-year line chart analysis, it can be seen to that there has been a yearly pattern. If they will remove people by June while every year there is a surge of volume every August, drops down every September and will increase monthly up to January of every following year, they will have trouble in handling the August volume. It takes 3 months (training and immersion) for a newly-employee to be good at the kind of work they are handling. We also provided a YOY and QOQ chart as seen on next image.

We also have shown that for many years, there has been a steady pattern of growth even though there are months with low volume.

Cleaning the updated data after September 2016, a better month-on-month analysis has been shown with proof of the expected increase. What has also been a good news was the steady increase of work volume by September with an upwards projection up to the end and the following year.

This chart has helped the client to avoid hiring additional workforce for not yet covered work schedule. Instead we presented a different chart showing the need for 2 more person to join the current work schedule.

It can be easily seen that on every hour where there 's a high volume of calls, the sum of average deflection and abandonment call count is more or less 2 person.

This made it simple for the client to understand that they didn't need to create a new team to work on a different schedule, but instead by just adding to agents, they will be able to resolve the current issue. Also, this also reflects the company's careful evaluation. We can easily agree to create a new team and in turn earn more. But will soon be proven that they will just be slacking due to the low to no calls during the off-peak hours.

Dashboard like this one helped improved the coaching compliance of team leaders.