Workforce Management

Contact Centre Calculator
Need a quick snapshot of your call centre’s resourcing requirements? Teleconsultants has developed a useful spreadsheet that allows you to enter in a few simple variables (such as call volumes, call durations, etc) and then calculate their impact on a variety of hourly KPIs and statistics. For a sample 24 hour period you can estimate FTE requirements, expected service levels (% and seconds), % abandoned, ASA, trunk requirements, % agent utilisation, etc. The calculator is also valuable when considering "What If?" scenarios. To acquire a copy of the calculator go here> 

Scheduling issues
Another challenge is to build a staff roster to: Meet target service levels, accommodate staff working preferences, and allow for holidays, training and team meetings. For an interesting article for workforce planners go here>


7 tips for Call Elimination
In recessionary times, when budgets are tight and performance scrutinised to the nth degree, there’s little room for error - and no excuse for failure. This article explores how to improve first-call resolution and drive call elimination. In customer service departments up and down the country, goals such as improved service quality and enhanced customer satisfaction are rapidly taking on new significance - with performance-related service goals such as ‘First-Call Resolution’ and ‘Customer Saves’, rather than being nice-to-achieve, becoming mission-critical. go here>

After call work - 10 top tips
This article works through the issues that comes with after call work, or wrap ups or PCP (post call processing), whatever you call it, everyone has the same issues.  The tips talk about making the most of that after call time so it's done correct and effectively for all parties concerned. These tips are a great prompt to review what is currently happening in your centre. go here>


Does Erlang C modelling give you the right number of staff ?
Most vendors of ACD systems provide their customers with a software package which will calculate the number of staff required to sustain a particular service level for incoming telephone calls (eg 80% to be answered in 20 seconds or less) when given the number of calls and average handle time. Most such models are based on an 'Erlang C' calculator. To read more of this discussion go here>

Staffing for email service
Servicing an email channel provides a unique set of constraints for workforce management. What is the impact and how can you effectively roster for this, the second most popular customer channel? To read more of this discussion go here>

Skills based routing vs skills based scheduling 
Do you want to understand more on this or on handling multmedia work? What about the interaction of your ACD and workforce management system? We have found some great white papers and articles on a website dedicated to workforce management solutions... go here>


Workforce management discussion
What is workforce management and why should you care? Four managers share their thoughts and experiences on the subject with Greg Adams... go here>