How to Identify Hidden Inefficiencies in Fixed Support Models

Many support organizations assume inefficiency is obvious - missed SLAs, long queues, or customer complaints. In reality, the largest inefficiencies are often invisible: idle time, overstaffing between peaks, and labor that doesn’t align to demand.

McKinsey has noted that service organizations frequently underestimate inefficiency because fixed staffing models mask underutilization during normal operations (McKinsey Service Operations research). Gartner similarly advises leaders to examine utilization and flexibility, not just headline performance metrics.

This blog helps leaders identify where inefficiency hides and how to evaluate alternatives.

Common challenges explored:

• Paying for full capacity when only partial demand exists
  
  

• Staffing to averages instead of variability
  
  

• Difficulty adjusting costs as demand changes
  
  

Supporting research:

• McKinsey & Company, Service Operations and Productivity
  https://www.mckinsey.com/capabilities/operations/our-insights
  
  

• Gartner, Improve Customer Service Cost Efficiency
  https://www.gartner.com/en/customer-service-support
  
  

Recommended tool: ROI Calculator