With the average annual attrition rate in contact centres amounting to 24% and with 37% of attrition rates occurring within the first six months (callcentre.co.uk), we thought it timely to look at one of the technological stepping stones (workforce management) that goes a long way in trying to take away the pain in this area.
Reduce attrition rates through: Empowering employees
It’s simple – implementing the right workforce management system which comes equipped with self-service functionalities can reduce absenteeism and attrition offering your workforce a greater interest in what they do and a more flexible life style to meet their schedules. Some of the self-service functionalities which are available within WFM include:
This functionality automates the time off request process, with an instant notification of request acceptance or denial. Agents are also able to easily view their remaining leave allowance, and request holidays. In line with service level targets, requests are instantly and automatically acknowledged, denied or placed on a waiting list for team leader acceptance.
This functionality allows agents to trade shifts with or without team leader intervention, all whilst maintaining staffing level requirements. Agents are able to view their current schedule via a portal (as well as that of other team members) where they can make shift trades and enter over time availability. Through this portal, agents can also view their performance report with metrics available to view such as number of calls answered and average call duration.
This functionality automates overtime management allowing agents to enter their overtime availability (usually through a user-friendly portal), at the start or end of their shift – or even on a day off, allowing the agent to earn a little more money depending on their availability.
Reduce attrition rates through: Schedule Optimisation
Scheduling and optimisation are two key capabilities within WFM systems. These capabilities are the core components behind balancing operational efficiency and employee satisfaction, and thus in reducing attrition rates.
Scheduling and Optimisation can be achieved through the following WFM features including:
What-if’ scenario testing and analysis is another feature of WFM systems which can be used to identify how many agents you need on a particular day as well as a focus on what skills they should have. Based on accurate forecasting, the scheduler can assign individual agent shifts instantly, helping ensure that with additional resources, your highest peak periods will be adequately covered.
Eliminating the unwanted ‘element of surprise’ in a contact centre when an unexpected event occurs, intraday management rebalances each day’s workload with available human resources in order to maintain a good service level. As well as this, intraday management also keeps track of workloads across all channels (such as web, email, phone etc.) and manages the allocation of agents to each.
Real-time agent adherence is another feature of WFM systems which compares planned agent activity to the actual activities taking place throughout the day. This feature can also provide real-time views of forecasted v’s actual call volumes, handle times and other key performance indicators providing managers with a breakdown of adherence by activity.
As Scott Budding, Workforce Optimisation consultant comments: “WFM systems are designed to improve service levels and with the right planning and implementation the contact centre can revel in a happier management team, happier customers and ultimately happier agents”. In summary – a good result!
For more information on workforce management technology check out our WFM Advice Hub >
*What does the contact centre look like in 2016? – callcentre.co.uk
Publish Date: November 14, 2016 5:00 AM
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