Work
Support Queue Review
A two-to-three-week reading of one named queue: wait curves against the roster, abandonment hours, and a briefing the floor can argue with.
The Support Queue Review is the commission most teams book first. It is for a contact-centre manager, workforce planner, or operations lead who already suspects the pain sits in one queue — weekday phone, evening chat, the email pile that never clears — and needs a picture that survives a shift handover.
Who it is for
You run a customer support floor in or around Tbilisi, or you own that floor from a head office that still takes Georgian-language contacts. You have ticket or call records you can share under a short confidentiality note. You do not need a new telephone switch. You need the wait curve drawn against the people who were actually sat down.
What you leave with
Printed boards for the named queue: arrivals by interval, average speed of answer, abandonment, and the roster overlaid in the same hours. A written brief of eight to twelve pages in English (Georgian notes on the boards if the floor prefers). A morning in the room walking the charts with the supervisor and, if you wish, one director.
We do not install software, rewrite your IVR, or sit on the phones. After the briefing the boards stay with you.
What is in scope
- One named queue or one tightly related pair (for example weekday phone and the overflow that feeds it).
- Up to eight weeks of interval-level counts, plus a sample of tickets or wrap-up codes we agree in the first week.
- Redrawn wait and abandonment charts, a roster overlay, and a short list of hours where contacts outrun seats.
- One briefing of up to three hours, on Level 10, 18 Abashidze Street, Tbilisi 0179, or in your Tbilisi meeting room.
What is out of scope
- The whole centre as a single smear. Mixing chat, email, and phone on one chart is how numbers stop meaning anything.
- Agent ranking or individual scorecards. We will not hang a league table in the room.
- Script rewriting, hiring plans, or vendor selection for a new switch.
- Ongoing monitoring unless you add the Monthly Visual Digest as a separate retainer.
Who does the work
Nino Kapanadze leads the reading. Giorgi Beridze draws the boards. Tamar Lomaia runs the briefing so the conversation stays with the people who take the contacts. You will meet all three before we mark a single interval.
How the weeks run
Days 1–3. You send a redacted extract and the current roster. We confirm the queue name, the clock used for intervals, and what must never leave your building.
Days 4–10. We draw the first wait curves, mark gaps against the shift board, and send a one-page query list (usually wrap-up codes that contradict handle time, or a lunch break that does not exist on paper).
Days 11–16. Boards are inked. You see a draft photograph of the wall set. You correct names, queue labels, and any interval we have misread.
Briefing morning. Three hours. Charts stay up. We leave a marked paper copy and the written brief within two working days.
Time and place
Two to three weeks from a usable extract to the briefing. File review is remote. The briefing is in Tbilisi. Teams outside the city can send two people; we will not brief a queue to a slide deck mailed without a room.
What you prepare
A person who can explain wrap-up codes. A roster that matches the weeks in the extract, including borrowed seats. Written permission to use the records. We will not accept a live system login; a file drop is enough.
Constraints
If the extract has no interval grain — only daily totals — we will say so on day two and either stop or recast the work as a Channel Mix Study. Public holidays in Georgia scramble Monday curves; we mark them rather than averaging them away.
Fee
From 4,800 GEL for one queue and one briefing, quoted after we have seen a sample week. Extra queues, extra briefing guests beyond eight, or a second language on the written brief are priced in the estimate. A deposit of 40% files the slot; the balance is due on the briefing morning.
Next step
Write to the desk with the queue name, a rough daily contact count, and a week you can share. If the sample is usable we will send a scoped estimate, not a catalogue.