Highlights from blog
 

Workforce Optimization

Consulting Services

We offer a full range of consulting services to optimize your workforce, including forecasting, scheduling, guides Intraday performance management and “what if” scenario modelling.

Our services include analyses of call/contact volume expectations from Marketing and Sales programs and defining contact increases and fluctuation in 1/2 hour patterns for calls and multi-channel contacts such as email, chat, fax, and correspondence.

We use Erlang C and Merlang best practices contact centre algorithms for forecasting call volumes, staffing, and scheduling. We model scenarios based on your unique requirements.

We have the expertise to
  • Define optimum workforce utilization to incorporate the rising volume of electronic contacts.
  • Analyze workforce utilization and recommend alternatives for more effective use of staff.
  • Forecast optimum staffing requirements, seasonally, yearly, monthly, weekly, daily, by 1/2 hour,
  • Model various scenarios for ramp-ups, peaks, extended hours, 24×7 service, emergencies,
    alert levels and consequences, and multi-channel access.
  • Develop the business case and forecast labour costs savings for consolidation of small offices,
    sites, and queues.
  • Develop analyses for various staffing options to minimize headcount and control costs such
    as using part-time, related departments, outsourcing, and temporary agencies.
  • Select as Vendor Neutral Consultants a long term application in WFM or WFO that fits your ACD including Requirements documentation and RFQ and Selection processes.
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Call Center Staffing

The first example, Figure 1, illustrates how the workforce can be optimized in a traditional call
centre to more closely balance the staff for the volume of calls received throughout the day. 

Multi-channel Contact Centre Staffing

The second example, Figure 2, illustrates how the workforce can be optimized in a multi-channel
contact centre to most effectively utilize existing staff to handle electronic contacts during periods
of low call volume – and still meet the requirements for timely email response.

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Our Consulting Expertise

Examples of our consulting expertise in the area of workforce optimization for call/contact centre operations with single or multiple skill levels includes:

  • Conducting detailed analysis of ACD reports to define historical call/contact volumes;
  • Forecasting future contact volumes, including calls and ramp ups for email and other electronic contacts;
  • Analyzing call/contact volumes for fluctuation patterns;
  • Developing scenarios for volume increases, expanded hours, multi-channel access, etc;
  • Determining and/or refining client service levels and customer access goals/requirements
  • Reviewing current staffing level configurations and comparing to contact volumes;
  • Developing and/or refine model staffing level scenarios based on various service and
    customer access requirements;
  • Benchmarking call/contact centres to develop competitive service level goals;
  • Defining staff surplus and shortfall variations;
  • Developing and/or refining costs associated with each service level scenario;
  • Define and/or refine the agent recruiting ramp-up schedule for shortfalls;
  • Defining full-/part-time staffing resource requirements as well as outsourcing and temporaries;
  • Defining and/or refining in-house/external resources to handle peaks and/or emergencies at least cost.