Here’s the thing. You’re the one asserting that it’s inefficient, so it’s really up to you to make sure your evidence and reasoning is right.
You keep asking for analysis from me, but I don’t need to provide my own analysis to point out the false assumptions you’ve made in yours, resulting in potentially misleading analysis. The correct action to take is to either correct the assumptions, or state that those are assumptions you are making in your analysis.
The fundamental thread behind your analysis is that 130 employees don’t divert enough calls to justify their existence, when in reality you didn’t realize that those calls aren’t the sole responsibility the group has. So how much water does the analysis even hold?
I’m not saying you’re a bad person. I’m saying you’re looking to “offer a more realistic view of what this actually is” before having a full understanding of what it actually is. The acs page linked to the article has a transparency page with regular reports like the one I shared. I’d consider those to be good primary resources. Go ham!
Woohoo! A well earned meal