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Top 3 Resource Planning Techniques Within The Contact Centre - Business Systems UK Ltd - ContactCenterWorld.com Blog

Top 3 Resource Planning Techniques Within The Contact Centre

In order to meet customer demands, workforce planners need to make sure they have the right number of agents with the right skill sets available at the right time. And this starts with having the right resource planning techniques in place.

With customer contact channels increasing (email, web chat, SMS etc.), workforce scheduling has become a complex and labour-intensive job. Let’s not forget to throw into the mix variables such as absenteeism, holidays and staff-work preferences. Spreadsheets and Erlang C tables can still work well in helping you schedule if you are a small contact centre.

However, if you’re a contact centre managing multiple different contact and skill types, it’s important to remember that excel will fall short in many areas and this is where you will need to introduce a Workforce Management system.

Tip: If you’re deciding on whether it’s time to move away from spreadsheets, answer these 13 simple questions to help you decide!

Brought to you by our team of experienced WFM consultants, here are our top resource planning techniques to get you through those peaks and troughs:

1.Types of Scheduling To Consider

Considering different types of shift patterns and scheduling can be a huge benefit to ensuring your service levels are being met whilst also providing work patterns that are in line with your employee’s work/life balance. Below we’ve listed the different types of shift patterns and the pros and cons of each for you to consider:

Split Shifts – shifts with an early segment followed by an extended ‘lunch’ (>2hrs) followed by a late segment

Pros
- This can help with covering start and end of the day coverage
- Provides flexibility for employees with children at school for example

Cons
- Has been shown to be very unpopular with ‘regular’ contact centre workers
- The benefits of the ‘extended lunch’ are more than offset by the disadvantages of the shift span

Rotations / Rotas – employees work a repeating consistent pattern of shifts over a period of multiple weeks

Pros
- A well thought out rotation can give excellent shift coverage
- It is the ‘fairest’ and employees can plan their life around work

Cons
- Potentially zero ability to react to customer changes without employee agreement

Flexi Shift – contracts are based on allocating hours at short notice to cover peaks

Pros
- You get flexibility you need for last minute changes

Cons
- Employees have little control and cannot plan their life schedules around work

Shift Trading– Allowing agents of same or similar skills to swap shifts

Pros
- You keep control of your schedules
- Employees are given some degree of control over their schedules

Cons
- Can penalise highly multi skilled employees

Preference Based Scheduling – Employees express a preference of when they would prefer to work and the WFM application tries to accommodate

Pros
- In theory most of the time employees work when best suits their life schedules

Cons
- Has been poorly implemented in most systems (e.g. system doesn’t schedule you at all if you do not express a preference; system gives you a random shift if your preference isn’t available rather that ‘next best’)

Tip: When scheduling, make sure you take agent skill, specialisation, preference and type of calls handled into consideration. 


2. Scenario Planning

Another popular resource planning technique is scenario planning. Some Workforce Management tools allow you to run ‘what if’ scenarios which will improve your risk level.

An example where running a ‘what if’ scenario can come in handy is when you may have increased demand on the business. Let’s paint a picture – your organisation wants to take on a new contract which will mean demand will increase.

If you win, will your contact centre be able to cope? Do you have the capacity and if not how many more people will you need to make ends meet? Running a ‘what if’ scenario will help you identify the impact this will have on your business such as how much more staff you need and when you will need them.

Here are some more examples where running ‘what if’ scenarios could come in handy:

  • Opening Hours - you may want to find out the impact on your contact centre if you opened longer
  • New Product Launch - you may want to find out the impact of launching a product and what the implications would be on the current resource
  • Process Change - you may want to change an internal process and would like to know how this may impact on handling time

3.Be Pro-Active For When The Unexpected Occurs

Sometimes, despite factoring in accurate volume and scheduling in your contact centre, life is unpredictable and the unforeseen can always occur. Here are some resource planning techniques to keep in mind for when this happens:

Technical Techniques

  • Templates – Many Workforce Management tools allow you to keep call profile and volume templates ready. These templates mean you can use the same or similar data when re-occurrences happen. You can then adapt your forecasts accordingly without as much stress as you would have starting from scratch.
  • One click re-optimisation – Many WFM tools also come equipped with the ability to re-allocate agent activities, lunches, breaks etc. (within user driven criteria) for when the unexpected occurs.

Strategic Techniques

    • Emergency scripts – consider putting together multiple emergency scripts for different scenarios. This will ensure the issue is articulated by all in a consistent manner and will also keep your talk time consistent.
    • Set a boundary – Agree on a service level alert threshold which when breached will require urgent step by step actions (prepared beforehand). A reliable alert process is also key in ensuring you are updated throughout the whole event. This can be through wallboard notifications or SMS messages for example.
    • Measure the impact – Make sure you keep track of what went wrong and what went well. Don’t forget to evaluate the process after the event. If something could have been executed better, then adjust your processes for future references. And vice versa!
    • Consider putting together a matrix with two sides – one side holds all the seasonal events which happen throughout the year such as sport events, holidays, annual busy period etc. You are expecting these. The other side holds events which are unpredictable yet the impact of them could be huge. These events could be IT outages, weather or major billing errors in your centre. This will ultimately help you determine how these events, whether seasonal or unpredictable can be incorporated into your scheduling strategy. When listing these events, for each one ask yourself the following questions:
  1. How far in advance do/would we know about it?
  2. How big would the impact be on our shift plans and ultimately our contact centre service delivery?

Summing Up

Regardless of the industry you operate in, there are changing expectations from consumers. Consumers are demanding a level of service which is above and beyond and they will not settle for much less. Smart businesses have come to realise that improving their resource planning capabilities and looking for feature rich technologies such as Workforce Management to help them do just this, sits high on the list of variables paving the way for exceptional customer experience.

If your looking for advice on your resource planning strategy, our team of experienced WFM consultants will be able to help so get in touch today.

What Makes Our Team Unique?

  • Over 50 years combines worth of experience working within the Workforce Management/WFO industry.
  • Real-life experience in the team using a vast array of WFM solutions on the market today (e.g NICE, Teleopti)
  • Working various roles including BI Analyst, Workforce Management Analyst, Resource Planning Manager and Head of Real-time.
  • Working at companies including the likes of Virgin Media, FCA, Barclays, Vodafone & Royal SunAlliance.
  • Delivered professional services to companies including Halfords, Eurostar, Equiniti and Royal London Group.

Source: https://www.businesssystemsuk.co.uk/blog/2020/03/13/top-3-resource-planning-techniques-within-contact-centre/

Publish Date: March 13, 2020 5:00 AM


2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

4.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

5.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

6.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

7.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

8.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

9.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

10.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

11.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

12.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 



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