Prove · baseline BL-063

Quality & Coaching

Quality & Coaching, all regions, as run before the agents were switched on. more

How it was measured

Invoice reconstruction

Method

Invoice reconstruction

Method note

Vendor invoices, contractor timesheets and purchase orders re-added for the window and tied back to the posted ledger balance.

Window

FY24 Q4, thirteen weeks

Sample

15,104

Confidence in the method

0.88

Sign-off

Who accepted this as the number to beat

Status

Contested

Signed by

Sofia Lindqvist

Role

Finance Business Partner, Operations

Signed

19.1 months ago

Challenged by

Grace Abbott, Head of Internal Audit

Caveat carried with the number

Signed and then challenged. more

Where the benefit lands

Account and cost center this baseline reconciles to

General ledger account

6100 · Salaries and wages

Fully loaded permanent payroll. more

Corporate GL · Personnel · owner Ana Duarte, Group Financial Controller

Cost center

CC-5020 · Customer Service

Global · owner Ravi Menon · annual budget $23.51m

Customer Servicefunction view

Benefit lines resting on this baseline

10 lines · $8.51m claimed · $7.57m realized · $0 verified

Period	Category	Claimed	Realized	Verified	Status	Variance	Journal
FY25 Q3	Labor cost	$1.10m	$953.4k	not verified	Disputed	Scope Scope drifted after the baseline was signed. more	not posted
FY25 Q4	Labor cost	$1.59m	$1.43m	not verified	Disputed	Timing Benefit landed one period later than claimed. more	not posted
FY26 Q1	Labor cost	$2.04m	$1.87m	not verified	Disputed	Method mismatch The baseline was measured by survey and the realized figure by system extract. more	not posted
FY26 Q2	Labor cost	$2.43m	$2.43m	not verified	Disputed	Volume Seasonal volume ran ahead of baseline, which flatters the realized figure rather than the claim.	not posted
FY26 Q3	Labor cost	$1.36m	$881.9k	not verified	Period open	Period open The period is not closed. more	not posted
FY25 Q3	Quality	$241.1k	$173.6k	not verified	Non cash	Non cash This is a cycle time or quality improvement. more	not posted
FY25 Q4	Quality	$350.2k	$287.1k	not verified	Non cash	Non cash This is a cycle time or quality improvement. more	not posted
FY26 Q1	Quality	$447.7k	$371.6k	not verified	Non cash	Non cash This is a cycle time or quality improvement. more	not posted
FY26 Q2	Quality	$533.8k	$357.7k	not verified	Non cash	Non cash This is a cycle time or quality improvement. more	not posted
FY26 Q3	Quality	$298.5k	$256.7k	not verified	Non cash	Non cash This is a cycle time or quality improvement. more	not posted

What this record is, and what it is not

A benefit realization ledger reconciled to a general ledger needs the customer’s actual baseline figures and account structure. more

The measurement window ran FY24 Q4, thirteen weeks over a sample of 15,104. That sample size is on the page because a baseline drawn from twelve cases and one drawn from forty thousand are not the same instrument, and averaging them into a single confidence figure would hide which one you are looking at.

0 of 5 cash lines resting on this baseline carry a journal reference. A benefit line with no journal reference has not touched the general ledger, so it is shown as claimed rather than counted as realized cash.