While the term workforce management is familiar to many people, there are specific terms in the WFM that require definition:
While Schedule Conformance can provide many of the same benefits as Schedule Adherence, your schedules and agent utilization is not fully optimized unless you are measuring and monitoring Schedule Adherence.
For example, a small, simple 35 seat call center that is staffed from 7 am to 6 pm with a call volume and handle time that meets forecast can have exceed the planned hours for workforce availability that day - and still miss the Service Level objective. Why? In this example, you planned for 31.53 Full Time Equivalents (FTEs) for that day, needed 30.94 FTEs, and actually had 31.00 FTEs working.
But - your agents were not in the right place at the right time, and thus you lost the opportunity to maximize your opportunity for training and coaching time - which is critical to allow for the increased demand to educate your agents on new marketing efforts as your organization works to rebound from the 2009 economic crisis.
Steps for a successful agent adherence program include:
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more
The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more
Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more