Six Attributes of Great Contact Center Plan - PowerPoint PPT Presentation

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Six Attributes of Great Contact Center Plan

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Go through the presentation to understand the attributes of a good contact center plan. To learn more, visit us at www.inin.com – PowerPoint PPT presentation

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Title: Six Attributes of Great Contact Center Plan


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Six Attributes of a Great Contact Center Plan
  • www.inin.com

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1. Plan Should Consider Risk Factors
  • Many operations are made complex because of
    seasonality and variability. Volumes, handle
    times, sick times, absence, agent attrition,
    contact rates, and other important metrics are
    both seasonal and variable
  • Knowing the risk factors, you should be able to
    change your organizations plans. If you know
    weather affects your volumes, then a history of
    weathers influence should inform your plan in
    terms of staffing to manage variability

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2. Plan Should Be Accurate
  • Most contact center managers look for an accurate
    volume forecast, which is important. But it is
    also vital that other important metrics are
    forecasted well. For instance, sick time and
    other shrinkage items are important to forecast
  • If the forecast of an item affects the accuracy
    of your plan, then you have to correct it

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3. Plan Should Be Optimal, Not Wasteful
  • Plans that are developed using just-in-time
    staffing algorithms do a great job of squeezing
    out wasteful over-staffing
  • These algorithms should consider learning curves
    and training time, as well as the differences
    across various centers that handle the same calls

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4. Include Financials
  • In many organizations, the capacity plan is the
    purview of the operation, while the budget is the
    responsibility of finance
  • But keep in mind that while developing the
    capacity planand doing all of the what-if
    scenarios that go with the capacity planmarginal
    costs and marginal revenues of any what-if should
    be a prominent part of the analysis

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5. Optimize Capacity Plan
  • Once you know how many agents are needed weekly,
    you must put together a hiring, overtime,
    undertime, and controllable shrinkage plan.
    Optimization algorithms work nicely for this (and
    save you money!)

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6. Executive Decision-Making Meetings
  • The best companies view their planning review
    meetings as decision-making meetings (and not as
    a beat up the forecaster meeting). Make these
    productive by using variance as an item that
    indicates change and an executive decision.

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Successful contact center operations invest in
their planning and use it to make great
decisions. Take a look at your planning process
and see whether these best practices are part of
your procedure!
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  • For more information on call center solutions
  • Contact Us

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