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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

Workforce ManagementForSmall Call Centers

Richard Spearrin

NECCF Board of Directors

agenda
Agenda
  • Introductions and Overview
  • Small Call Center Distinctives
  • Basic Workforce Management Ingredients
  • Excel Examples
  • Alternatives/ Resources
  • WIIFM
  • Conclusion
introduction
Introduction
  • Objective
  • Who Am I ???
  • Who Are You???
  • Inventory of Center Sizes
  • Current Challenges
small call center distinctives
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
basic wfm ingredients
Basic WFM Ingredients
  • Forecasting
    • Factors
      • Monthly
      • Weekly
      • Daily
    • Interval Proportions
    • Data Validation (Calls and AHT)
      • Monthly Updates
      • Holiday Factor
    • Shrinkage
more basic ingredients
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
schedule inefficiency
Schedule Inefficiency

Everyone

starts here

But you don’t

need everyone

then

Inefficiency reflects

this environment

intra day management
Intra Day Management
  • Use schedules to adjust for
    • Unplanned absence
    • Call surges
  • Manage off phone time
    • ACD AUX/ Walk Away codes
alternatives and resources
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/
wiifm
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”………
slide15

RICHARD SPEARRIN

wrspearrin@thecccg.com

860.767.1451