1. Demand Forecast Scenarios

• Volume Changes: What happens if contact volumes increase or decrease by X%?

​​

• Seasonality & Trend Shifts: How do different seasonal patterns impact staffing needs?

​​

• Marketing & Product Launches: What is the impact of campaigns or product rollouts?

​​

• Crisis & Unplanned Events: What if a system outage or social media crisis spikes volume?

2. Service Level & Policy Scenarios

• Service Level Targets: What if SLA expectations change (e.g., 80/20 to 85/15)?

​

• AHT Variability: What if handle time increases or decreases due to process changes?

​

• Shrinkage Adjustments: What if paid breaks, team meetings, or training allocations change?

5. Financial & Cost Impact Scenarios

• Budget Constraints: What happens if funding for hiring is cut or expanded?

​

• Labor Cost Variability: What if wage inflation or benefit costs change?

​

• Operational Efficiencies: What if process improvements reduce required headcount?

2. Staffing & Workforce Scenarios

• Attrition Rates: How does increased or decreased turnover impact capacity?

​

• Hiring Delays: What if recruitment is slower than expected?

​

• Training Periods: What if the learning curve for new hires changes?

​

• Absenteeism & Adherence: What if agent attendance worsens or improves?

3. Technology & Automation Scenarios

• AI & Chatbot Adoption: What if self-service containment improves or declines?

​

• System Outages: What is the impact of a CRM, telephony, or workforce management outage?

​

• New Contact Channels: What happens when adding or removing channels (e.g., chat, social, video)?