Value-Based Planning Model

Three-pool staffing model that routes work by value tier rather than treating all contacts equally. Demonstrates how separating high-value, standard, and automated interactions changes staffing economics and service outcomes.

Value-Based Planning (VBP) shifts workforce optimization from cost minimization to value maximization. Instead of asking "What's the cheapest way to hit 80/20?", VBP asks "What staffing level maximizes net business value?"

The model calculates marginal revenue per contact (from resolution, upsell, retention) against marginal cost per agent, finding the staffing level where marginal value equals marginal cost. This often results in staffing above traditional Erlang recommendations because the value of answered calls exceeds the cost of additional agents.

How to use: Input your revenue per resolved contact, cost per agent hour, abandonment cost (lost revenue + re-contact), and current staffing parameters. The optimizer finds the value-maximizing staffing point and shows the revenue curve alongside the cost curve.

When to apply: Revenue-generating contact centers (sales, retention, collections), centers with high abandonment costs, or any operation where understaffing destroys more value than overstaffing costs.