Workforce Management For Small Centers Richard Spearrin NECCF

Workforce Management For Small Centers Richard Spearrin NECCF Board of Directors North. East Contact Center Forum

Agenda n Introductions and Overview n Small Center Distinctives n Basic Workforce Management Ingredients n Excel Examples n Alternatives/ Resources n WIIFM n Conclusion North. East Contact Center Forum

Introduction n Objective n Who Am I ? ? ? n Who Are You? ? ? n Inventory of Center Sizes n Current Challenges North. East Contact Center Forum

Small Center Distinctives n Calls Still Arrive Randomly n Monday’s Are Still Busy n Smaller Call Volumes Make Forecast Accuracy Difficult n Inherent Schedule Inefficiency n One Person Makes a BIG Difference n Senior Managers Don’t See Your Problems North. East Contact Center Forum

Actual Random Call Arrival North. East Contact Center Forum

Basic WFM Ingredients n Forecasting n Factors n n n Monthly Weekly Daily Interval Proportions n Data Validation (Calls and AHT) n n Monthly Updates Holiday Factor Shrinkage North. East Contact Center Forum

Factors and Proportions Spreadsheet North. East Contact Center Forum

More Basic Ingredients n Scheduling n Develop shifts that n Reflect demand n Are manageable n Build in schedule inefficiency factor n Assigned on phone based on call distribution n Assign breaks/lunch's based on business need n Part Time FTE n On site n Work At Home North. East Contact Center Forum

Schedule Inefficiency Everyone starts here But you don’t need everyone then Inefficiency reflects this environment North. East Contact Center Forum

Intra Day Management n Use schedules to adjust for n Unplanned absence n Call surges n Manage off phone time n ACD AUX/ Walk Away codes North. East Contact Center Forum

Excel Examples North. East Contact Center Forum

Alternatives and Resources n http: //www. erlang. com/ ----Erlang macro n Portage Communications-n n n http: //www. portagecommunications. com/ Mitan Ltd--http: //www. mitan. co. uk/mainhome. htm Kool Toolz--http: //www. kooltoolz. com/ Cloud Based applications (Aspect/IEX/Verint/ In. Vision/Pipkins/ etc) Ansapoint---http: //www. erlang. com/ansapoint. html Shift Planning--http: //www. shiftplanning. com/callcenter/ North. East Contact Center Forum

WIIFM n Better MANAGE the workload n Improved staff management n Better management of surprises n Documented plan for Senior Mgt n How you are managing n Why you need resources n What will happen “if”……… North. East Contact Center Forum

Conclusion. North. East Contact Center Forum

RICHARD SPEARRIN wrspearrin@thecccg. com 860. 767. 1451 North. East Contact Center Forum