Workforce Management For Small Call Centers

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Workforce ManagementForSmall Call Centers

• Richard Spearrin
• NECCF Board of Directors

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Agenda

• Introductions and Overview
• Small Call Center Distinctives
• Basic Workforce Management Ingredients
• Excel Examples
• Alternatives/ Resources
• WIIFM
• Conclusion

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Introduction

• Objective
• Who Am I ???
• Who Are You???
• Inventory of Center Sizes
• Current Challenges

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Small Call Center Distinctives

• Calls Still Arrive Randomly
• Mondays Are Still Busy
• Smaller Call Volumes Make Forecast Accuracy
  Difficult
• Inherent Schedule Inefficiency
• One Person Makes a BIG Difference
• Senior Managers Dont See Your Problems

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Actual Random Call Arrival
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Basic WFM Ingredients

• Forecasting
• Factors
• Monthly
• Weekly
• Daily
• Interval Proportions
• Data Validation (Calls and AHT)
• Monthly Updates
• Holiday Factor
• Shrinkage

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Factors and Proportions Spreadsheet
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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

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Schedule Inefficiency
Everyone starts here
But you dont need everyone then
Inefficiency reflects this environment
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Intra Day Management

• Use schedules to adjust for
• Unplanned absence
• Call surges
• Manage off phone time
• ACD AUX/ Walk Away codes

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Excel Examples
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Alternatives and Resources

• http//www.erlang.com/ ----Erlang macro
• Portage Communications--http//www.portagecommunic
  ations.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/call
  center/

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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

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Conclusion
.
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RICHARD SPEARRIN wrspearrin_at_thecccg.com 860.767.
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