🇦🇺Australia
Idle Agents and Capacity Underutilization
2 verified sources
Definition
Scheduling mismatches and absenteeism lead to idle resources, wasting paid agent time.
Key Findings
- Financial Impact: 18.8% absenteeism in 300-500 FTE centers equates to AUD 100,000+ monthly lost productivity (assuming AUD 50k annual agent salary)[3]
- Frequency: Weekly/monthly scheduling cycles (37% weekly)[3]
- Root Cause: Staff recruitment/attrition issues (42%) and schedule adherence (32%)[3]
Why This Matters
The Pitch: Call centers in Australia lose 10-20% capacity to idle time. Automated WFM tools recover this through real-time adherence and forecasting.
Affected Stakeholders
Agents, Team Leads, Capacity Planners
Deep Analysis (Premium)
Financial Impact
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Current Workarounds
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Methodology & Sources
Data collected via OSINT from regulatory filings, industry audits, and verified case studies.
Related Business Risks
Overtime and Overstaffing Costs
AUD 500,000 annual cost savings possible by avoiding excess hiring (e.g., 190 agents)[2]; absenteeism up to 18.8% in mid-sized centers increases payroll costs[3]
SLA Breaches and Churn from Wait Times
66% reduction in wait times possible, implying prior losses of AUD 200,000+ annually in churn[2]; 10% response time improvement avoids similar[2]
Superannuation and Payroll Tax Overpayments
11.5% SG on excess payroll (e.g., AUD 1M payroll = AUD 115,000 SG); Payroll Tax 4.75-6% over thresholds (e.g., VIC AUD 700k threshold)
Incentive Calculation Overtime Costs
AUD 5,000-10,000/month in overtime for mid-sized centres (based on 20-40 hours at AUD 50/hour)
Agent Incentive Fraud Losses
1-3% of annual payroll (AUD 50,000+ for 100-agent centre at AUD 60k avg salary)
Poor Hiring from Faulty Performance Data
AUD 15,000-25,000 per agent turnover (recruitment + training + lost productivity)
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