Energy & utilities · 16-40 people · 40,000 tickets/mo · slow AHT · aggressive
Energy & utilities support team: 31 agents for 40,000 tickets/month
Energy and utility support is outage- and billing-driven with strict regulatory SLAs, so escalation paths are rigid and audited.
Verdict: Worth buying
- 0.2-month payback and 7.9x first-year return on a 10710/month platform fee.
- Headcount spans 12-21 agents across your industry's handle-time range. Measure your real AHT for two weeks before you budget - the band is usually wider than anyone expects.
- We phased the saving in over 12 months via attrition. Cutting 10 people on day one would cost roughly $298,770 in severance and is usually worse than phasing it.
- A 7.9x return means a large share of your support cost was avoidable labour, not overhead. Re-check that handle time and loaded rate are right - if either is overstated the return collapses.
- Agents needed
- 31
- range 12–21
- Monthly labour cost
- $370,475
- $143,410 – $250,967
- Heads removable via automation
- 10
- 21 agents remain
- Net monthly effect
- $108,798
- platform cost $10,710/mo
- Payback
- 0.17197007297928268 months
- at this volume
- Year-one cash effect
- $939,052
- including setup and severance
This is one example. Get yours calculated.
These figures assume 40,000 tickets/mo. Leave your email and a person replies within one business day with the same evaluation for your actual ticket count and AHT — free, and fine to ignore if it is not useful.
Put your own numbers in
These figures come from one assumed volume. Change the ticket count, AHT or cost per hour and the answer moves.
Related scenarios
The answer changes as volume, handle time and coverage move. These are the closest combinations worth comparing against.
Model v1. Figures are estimates from published benchmarks, not a quote.