🇦🇺Australia

Overtime and Overstaffing Costs

2 verified sources

Definition

Poor capacity planning results in overstaffing, causing unnecessary labor costs, or understaffing leading to overtime payments.

Key Findings

  • Financial Impact: 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]
  • Frequency: Ongoing, peaks during seasonal demand
  • Root Cause: Inaccurate forecasting and scheduling adherence issues (32% challenge)[3]

Why This Matters

The Pitch: Australian call center operators waste AUD 500,000+ annually on inefficient staffing. Automation of forecasting and scheduling eliminates overstaffing risks.

Affected Stakeholders

Workforce Managers, Operations Directors, HR Payroll

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.

Evidence Sources:

Related Business Risks

Idle Agents and Capacity Underutilization

18.8% absenteeism in 300-500 FTE centers equates to AUD 100,000+ monthly lost productivity (assuming AUD 50k annual agent salary)[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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