Executive Committee decision ยท by November 30

Renew Callhaven for one year; pilot weekends

After-hours phone support: Option 3 of three

We ask the Committee to approve a one-year Callhaven renewal at $36 per call, about $104k a month at current volume, while we pilot in-house support on weekends only. The current contract ends December 31.

After-hours support costs $110k a month and resolves less

Callhaven handles 2,900 calls a month, 6pm to 8am and weekends, at $38 per call.

It resolves fewer calls on first contact than our daytime team, and complaints rose from 90 to 140 in a quarter.

First-contact resolution: daytime team 78%, Callhaven 61%. After-hours complaints: 90 the previous quarter, 140 last quarter. First-contact resolution Daytime team: 78% Callhaven after-hours: 61% Complaints about after-hours support Previous quarter: 90 Last quarter: 140

Three options differ in cost, flexibility and what we learn

Option 1: in-houseOption 2: renew 2 yearsOption 3: renew 1 year
Model14 hires, 3 shiftsCallhaven, $34 a callCallhaven, $36 a call, plus weekend pilot
Per month$96k after 4-month ramp, plus $120k once$99k today$104k today, plus pilot
With growthFixed until a new shiftRises per callRises per call, one year
QualityUntested at nightStays with CallhavenTested on weekends first

Every option costs less per month than today

Monthly cost at 2,900 calls: today $110k, Option 3 $104k plus pilot, Option 2 $99k, Option 1 $96k after ramp plus $120k one-time. Today: Callhaven at $38$110k Option 3: 1 year at $36$104k, plus pilot Option 2: 2 years at $34$99k Option 1: in-house$96k after ramp, plus $120k once

Monthly cost at today's volume of 2,900 calls. Callhaven figures are price per call multiplied by that volume.

Volume growth would return Option 2 to today's spend

Call volume has grown 12% a year. Option 2's cost rises with it; Option 1's stays mostly fixed until another shift is needed.

Break-even beyond the first year has not been modelled.

Option 2 costs about $99k a month at 2,900 calls and about $110k at 3,250 calls if volume grows 12%. Option 1 is about $96k a month at either volume. Monthly cost, Option 2 at $34 a call 2,900 calls (today)$99k 3,250 calls (+12%)$110k Monthly cost, Option 1 after ramp Either volume$96k

Option 3 pays a modest premium to test night-time quality

Why Option 3
It keeps cost close to today's while we test whether in-house quality holds at night.
What we give up
At current volume, about $6k a month more than Option 2, or $70k a year.
What it avoids
A two-year per-call commitment while volume grows 12% a year.
What remains unknown
Whether in-house first-contact resolution would match the daytime team's 78% at night.

Approve Option 3 by November 30

This approves
A one-year Callhaven renewal at $36 per call, about $104k a month at current volume, and a weekend-only in-house pilot.
This does not commit
The 14 hires of Option 1, or any move of weeknight support in-house.
Why November 30
The Callhaven contract ends December 31, and the renewal must be agreed before then.