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Workforce Management For Small Call Centers

Workforce Management For Small Call Centers. Richard Spearrin NECCF Board of Directors. Agenda. Introductions and Overview Small Call Center Distinctives Basic Workforce Management Ingredients Excel Examples Alternatives/ Resources WIIFM Conclusion. Introduction. Objective

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Workforce Management For Small Call Centers

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  1. Workforce ManagementForSmall Call Centers Richard Spearrin NECCF Board of Directors

  2. Agenda • Introductions and Overview • Small Call Center Distinctives • Basic Workforce Management Ingredients • Excel Examples • Alternatives/ Resources • WIIFM • Conclusion

  3. Introduction • Objective • Who Am I ??? • Who Are You??? • Inventory of Center Sizes • Current Challenges

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

  5. Actual Random Call Arrival

  6. Basic WFM Ingredients • Forecasting • Factors • Monthly • Weekly • Daily • Interval Proportions • Data Validation (Calls and AHT) • Monthly Updates • Holiday Factor • Shrinkage

  7. Factors and Proportions Spreadsheet

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

  9. Schedule Inefficiency Everyone starts here But you don’t need everyone then Inefficiency reflects this environment

  10. Intra Day Management • Use schedules to adjust for • Unplanned absence • Call surges • Manage off phone time • ACD AUX/ Walk Away codes

  11. Excel Examples

  12. Alternatives and Resources • http://www.erlang.com/ ----Erlang macro • Portage Communications--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/ InVision/Pipkins/ etc) • Ansapoint---http://www.erlang.com/ansapoint.html • Shift Planning---http://www.shiftplanning.com/callcenter/

  13. WIIFM • Better MANAGE the workload • Improved staff management • Better management of surprises • Documented plan for Senior Mgt • How you are managing • Why you need resources • What will happen “if”………

  14. Conclusion .

  15. RICHARD SPEARRIN wrspearrin@thecccg.com 860.767.1451

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