Call Center Scheduling Hints, Tips & Best Practices
Another football season is underway, and as always there will be teams that excel on their way to the playoffs, and teams that stumble and fumble their way to a high draft choice.
Can we say the same about contact centers? Certainly there are a few similarities worth exploring.
If you don’t have a good team on the field, you are not going to achieve your goals. The best football coach can make a good team great, but he can’t make a bad team into a Super Bowl champion. In the contact center, the right coaches and managers can inspire their agents to always improve their game, but they probably won’t be able to transform an unmotivated employee into “Agent of the Year” material.
This also means that having 47 out of 50 well-performing agents is not sufficient. Just as one bad player can fumble away a game, one bad agent can turn customers away and lower the center’s performance standard. When you are drafting new agents, be careful to avoid a bust.
In football, sometimes top players walk away because they don’t like their contract. You can lose agents in the same way as well. A competitive salary with incentives and a positive working atmosphere can help you keep your star players.
And while we’re saying coaches can’t be miracle workers on the gridiron or at the contact center, they do bear some responsibility for team performance. In the NFL, winning coaches take time to get to know each of their players, to ask about their families and what is important to them. They provide ongoing support and encouragement. They know which plays to call that work to a player’s skills.
Hopefully, if you are a contact center manager, you are doing the same things.
Finally, NFL teams invest in training facilities and equipment to give their players the tools they need to excel. Do your agents have the technology tools they need to deliver service to customers, and match call types with the agents best equipped to handle them? Can you provide service via web chat and email and social media with the same professionalism?
In a sense, every call that comes into your contact center is a game in itself that can result in victory or defeat. Make sure you have the team and the technology in place for a winning season – this year and every year.
The 2015 ICMI Contact Center Demo and Conference (October 19-21) is just weeks away, and at Monet we are proud to be a sponsor of this popular annual event.
If you haven’t made plans to attend yet it is certainly not too late – we hope to see you at the Rio Las Vegas. Monet Software will be located at Booth #420.
While we think it’s worth the trip to Vegas just to come and see us and hear about some exciting plans we have for the future at Monet, there are many other good reasons why this conference is an excellent investment.
This year’s workshops include such critical topics as:
• Conquering the Cross-Channel Customer Experience
• Agent Optimization: Maximizing the Frontline’s Performance and Productivity
• 10 Essential Principles for Writing to Customers in a Multichannel World
• Positioning Call Center Leaders for Success in a Sea of Change
• Contact Center Technology 101: What Every Professional Needs to Know
• Deriving Measurable ROI and Impact from your VOC Data and Tools
• Secrets to Developing an Award-Winning Customer Service Team
• From Common to Intelligent: Keys to “New” Self Service
At a time when so many aspects of the contact center industry are changing simultaneously, here is an opportunity to find out more about new technology, new customer engagement channels, and new ways to recruit and train agents. And maybe enjoy a great all-you-can-eat buffet and see a Cirque du Soleil at the same time.
When the first cloud service providers emerged more than 10 years ago, there was some confusion as to what differentiated them from the hosted services that have been around since the early years of commercial computing.
As a pioneering provider of workforce management solutions through the cloud, Monet Software salespeople and other personnel were accustomed to answering questions on how the two solutions were different.
However, with more contact centers and other types of businesses discovering the cost and convenience benefits that the cloud provides, it’s surprising that questions still persist about whether a hosted solution can be rebranded as a cloud solution, when nothing else changes besides the product description.
Let’s put this issue to rest.
Hosted services are technology services offered to you or your company by a provider that hosts the physical servers running that service somewhere else. Web hosting is the business of providing server space, web services and file maintenance for websites controlled by companies or individuals that do not have their own web servers.
Cloud solutions are distinguished from hosted products by a distributed delivery model. This is a multi-tenant solution that provides guaranteed service levels and up times, full scalability, and easily allows for frequent updates.
With client-server (hosted) Workforce Management, it’s the vendor that controls the product from a hosted facility, where such virtualization and scalability are simply not possible.
If a vendor’s product does not provide continuous and instantaneous access to the latest product upgrades, it is not a true cloud solution. Product upgrades are free and automatic in the cloud – with a non-cloud solution, customer upgrades are handled by the vendor in a way that could delay implementation by months.
To make certain you are getting a true cloud solution, ask the right questions: does it use multi-tenant architecture? Are upgrades automatic? Will all customizations and integrations work with future upgrades? Is your service level uptime 99.5% or higher?
At Monet Software, the answer to all of these questions is yes.
You’ve probably read articles and blogs (including some here) about steps that can be taken to keep your agents happier. It’s a noble gesture that is also good for business, and can pay dividends in the quality of your customer service.
But can you actually keep your agents healthier as well?
This can be a stressful business at times and there is no way to avoid the pressure generated by angry callers, strict scheduling requirements and job performance expectations. However, a contact center manager that is sensitive to these challenges can create a healthier work environment.
Trainers and supervisors can play a key role. Beyond their normal function of reviewing job performance, coaching and review sessions also provide an opportunity to ask questions about physical and emotional health. How is the agent handling the pressure? How do agents feel like they are treated by the business and the boss? Do they feel valued for their good work? Recognition and reward can make an agent feel better – and perform better.
Contact centers that enjoy the advantage of workforce management software can employ more flexibility in forecasting and scheduling. That makes it easier to accommodate special requests for taking shifts off or swapping shifts with another agent. Such allowances reduce the tendency in some contact centers to treat agents like children and not adult employees without outside interests and priorities. That lowers stress levels.
Since a sick agent is one that won’t be showing up for work, contact centers can also offer free flu shots, or help agents monitor health conditions such as diabetes, arthritis or asthma, by fostering relationships with local clinics and other care providers. Some of these agents might be good candidates for working from home, which can also keep them healthier.
Some extra investment may be necessary to take these steps, but if the result is healthier employees, fewer under-staffed shifts and lower attrition rates, it’s an investment worth considering.
Agents have good days and bad days just like the rest of us. But when the bad days become prevalent, action should be taken. An agent that has lost interest is one that may be costing you customers with every call.
Recognize the warning signs of impending agent apathy – then decide if this is an employee that can be re-inspired, or should be let go.
1. Showing up Late
With a workforce management solution it’s easy to identify agents who start their shifts late, and add a few extra minutes to their lunch and other breaks. The more difficult assessment is identifying those agents who don’t maintain focus even when they are at their desks. Call recording will be useful here. Once the problem is known, it may call for more than just coaching – usually these agents know what to do, they just don’t care enough to do it. Is there an underlying issue, such as trouble at home? Having someone to talk to might be the first step to reinvigorating performance.
2. Excessive Sick Leave
This can be tricky, but when the days missed become excessive the situation must be confronted. A meeting here can be used to remind the agent of how valuable he or she is to the company, as well as how absenteeism has a negative impact on the business and on other agents.
3. Finding Reasons Not to Take Calls
There are more ways to avoid picking up the phone than you might imagine – and some agents know them all. “Oh, it’s the last call of the day and I’ve already put my stuff away”; “I’ve had an IT issue accessing our service department all day – might as well wait until that’s fixed in case this customer needs that information,” etc. Gently call out such behavior as you find it, or hold a team meeting expressing concern about this issue without naming names. The guilty parties will know who they are.
4. Transferring Too Many Calls
Patience is a virtue in call center work, but some customers exhaust that patience more quickly than others. Agents who lack the initiative to tackle these issues will pass such calls on to a supervisor. When this happens too often, the supervisor should have a chat with that agent to find out why. Once again, just identifying the problem may be enough to resolve it.
5. Lowering Team Morale
That old saying about one bad apple spoiling a whole bunch is, unfortunately, true. If one agent becomes lax in his or her efforts, other team members will pick up on this behavior. And if they don’t see that agent disciplined, they’ll stay at it. No resting on this one – private direct confrontation is required, followed by a general “It has come to our attention…” announcement. After that, it’s time to employ another old saying – shape up or ship out.
We live in an era of specialization.
Look up any listing of doctors in your city and try to find one general practitioner. They used to be commonplace, but today it’s the rare physician that does not graduate medical school with one specific field of interest, whether it’s pediatrics or cardiology or sports medicine.
The contact center has also witnessed the encroachment of specialization; in the way certain calls are routed to certain agents, and in multi-channel centers where customers also communicate via email and online chat.
But is specialization really the best option? Or is there still a place in our industry for a good general practitioner agent?
Dedicated Agent Pools
Multi-channel forecasting typically begins with a specification of service goals based on the types of channels the call center must handle, followed by agent skill assessment within each of these channels.
Once these standards are set, forecasting will require accurate calculation of the Average Handle Time (AHT) for each contact channel. This is easier to do with calls than with emails, but a workforce management system can make volume forecasting easier. With this information, the contact center manager has two options to choose from – dedicated agent pools or the universal queue.
In the first scenario, once an agent’s skill sets are determined, he or she is assigned to a dedicated group that focuses solely or primarily on their best channel, whether that is inbound calls, emails or web chat.
Such specialization also exists within call centers that only handle incoming telephone calls, as agents are assigned to specific areas such as handling complaints, closing sales on high-ticket items, and solving the problems no one else can solve. Over time, through the use of call monitoring and call recording software, managers discover these special talents within certain agents, and funnel calls to them where their skills can be deployed.
The Universal Queue
With this simpler method, all contacts are routed to agents based on order and availability – first come, first serve. In a call center, that means the same agent should be able to handle a billing question and a technical support question, without having to transfer the call (or put the customer on hold while they find someone who knows the answer).
In a multi-channel contact center, universal queue agents might first respond to an email, then resolve a customer’s issue via web chat, and then take a phone call.
The advantage to this method is how it facilitates cross-training and forces agents to become adept at handling the various methods of customer communication in a shorter time span. Cost is another advantage. If agents can support multiple channels, less staff will be required.
Not every agent will have the skill set to become a “universal” agent. In addition to product, service and support knowledge, these agents must be talented, motivated and able to command a wide range of technologies.
As a result, contact centers that opt for the universal queue approach will inevitably devote more time and effort to coaching and training on multiple customer touch points. Some people have a natural inclination to communicate verbally, and may need more help with the written word. Others will arrive with an inverse set of abilities. Thus, managers need to determine if the additional time and capital investment in agent evaluation and preparation will be more than offset by the advantages that universal agents provide.
The Role of Technology
Whether a contact center opts for dedicated agent pools or a universal queue, it is also necessary to have the right technology platform in place, and agents fully trained on the platform. For agent pools, that means routing various methods of customer contact to the right agent. For the universal queue, it means integrating data from all communication modes, and scheduling agents to maximize productivity.
In a corporate era where specialization is the goal, some contact centers are re-discovering the benefits of universal agents. Team members who can perform multiple tasks and communicate through different channels provide a valuable resource. It requires additional time and investment to train these agents, but ultimately their knowledge and efficiency add value to the contact center. Universal agents drive customer loyalty through the quality service they provide, while lowering costs to the company.
More effective. More comprehensive. More centralized. More accurate. These are just some of the predictions of how workforce management (WFM) software will change over the next few years.
It takes forward-thinking companies to stay on the cutting edge of future developments and changes in the demands of the marketplace. Monet is now designing the next generation of WFM, and we’ll have more to say about that in the months to come.
In the meantime, this is what you can reasonably expect from workforce management within the next few years – and beyond.
As contact centers become more multi-channel and multi-skilled, forecasting will have to keep pace. Programs and computer simulation modeling will make it possible to predict multiple tasks and media within one interaction.
One Stop Solutions
As systems become more integrated and centralized, metrics will be available to link front office and back-office functionality, and provide a wealth of data drawn from every aspect of the contact center and the company at large.
Tomorrow’s WFM solutions will help agents use their time more efficiently (example: automatically finding slow periods and scheduling coaching sessions during these lulls), while also providing even more tools to enhance the customer service they provide. In addition, as WFM gains the ability to automatically identify which agents are best suited for which platforms (phone, chat, email, etc.), they can be scheduled accordingly. That results in more confident, satisfied agents and happier customers as well.
The boring stuff managers have to do every day? With WFM assuming those tasks, managers can focus more on other aspects of business improvement and customer service. And with the cloud, agents can log into a contact center from anywhere in the world, and contact centers have access to a remote workforce that can step in on short notice if the unexpected occurs.
It’s already here but it’s going to become more prominent. As automated speech analytics tools become mainstream, WFM will generate additional data from customer interactions that will allow for the resolution of issues as they arise. It will also help agents know the right words and phrases to use not only for compliance issues but to communicate clearly with customers.
Automated training processes will recognize when agents are doing well and require less attention, so more focus can be put on agents that under-perform. E-learning, especially as incorporated into other training sessions, will make it possible for agents to get better at their jobs at times when they are not busy doing them.
Access via Cloud
As it becomes imperative for WFM to be accessible from multiple places and devices, the cloud makes that flexibility possible.
Sound promising? If so, here is some good news – many of these applications and capabilities are already incorporated into Monet’s WFM Live. If this technology is in your contact center, you already have the solutions that are on the wish lists of other companies.
Now let’s see what some technology experts believe may be coming to call centers in 5-10 years.
Taking the Lead
We’re not at the artificial intelligence level yet, but workforce management will certainly become more perceptive, more automated, and more functional. Today’s intra-day tracking and reporting will give way to WFM identifying places were changes can be made to schedules and queues to deal with discrepancies, without any manager or agent having to do anything.
Better Front and Back Office Communication
The same WFM used in contact centers will make its way into back office processes. Now the needs of the customers will be known to every aspect of the business, and in some cases WFM will pre-empt their needs and have automated reactions ready for different situations.
The End of Offices?
While technology now makes work from anywhere possible, some believe the need for physical workplaces will continue to decline, as it will be more preferable for many employees. For this to happen, WFM will need to run smoothly on any computer and mobile device. The system will also have to provide the knowledge and guidance for agents working remotely to navigate complex issues, and have the functionality to meet the needs of virtual individuals and teams.
I’ll Work When I Feel Like It
For those old-school managers who may think working from home is acceding too much to agent preference, just wait – the future is ready to further raise your blood pressure. Some expect that agent preference will one day be the first consideration when it comes to scheduling. Employees will be allowed to set their own working hours, requiring WFM to be more flexible to work out the forecasting and scheduling details.
The Internet of Things
In the future, the person who bought a TV might not be the one calling to report a problem – the television itself may send the message through Internet-enabled technology.
Ditching the Desktop
Today WFM makes it possible to work via mobile device when one is not at the computer. Will people still want to work through a desktop machine 10 years from now? Or will the smartphone that so many of us already stare at for hours also become our primary work device?
New Monet Platform: Coming Soon
While many of these developments may be years away, Monet is already working hard on the new version of its award-winning platform.
We have special plans for this next-generation solution, which will include a tightly integrated range of both new and improved features. These innovations will impact workforce management, quality assurance, performance management, speech analytics and desktop analytics.
We are also adding expanded usability, enhanced flexibility, increased compliance with industry-specific regulations, and greater scalability to adapt and adjust to the daily realities of contact centers regardless of size and number of agents.
Check back for more updates as they are announced. We look forward to bringing you the details both on our website and our Facebook, Linkedin or twitter
Contact centers must contend with the challenges of creating a positive business environment, motivating and retaining outstanding agents, and developing a service-based culture that makes both agents and customers happy.
The ecommerce shoe retailer Zappos is often cited as a model for similar businesses to follow. They pay their agents a competitive wage, but it’s not just about salary – it’s about employee engagement, and building a management model that values communication, team-building, and motivation that also doesn’t forget to have fun.
For traditional contact centers this would be a major adjustment. However, since a 2012 report called “Millennials in the Workplace” found that success is not tied to money among this generation, but to being “happy with work,” it is something worth considering.
The Zappos mission is to “provide fun and engaging opportunities for employees that speak to their individual passions.” And it doesn’t take a genius in human resources to understand that when workers are engaged productivity increases, attrition is reduced, and job openings attract a higher caliber of candidate.
But this doesn’t mean you need to turn your workspace into a playground or video arcade. At its heart, the Zappos approach simply means making sure agents feel valued every day, not just during training sessions and annual reviews. The responsibility for this will fall on managers, who will need to make certain agents buy into the company’s values. When that mindset has taken hold, the manager should then feel confident enough to allow agents to utilize their talents on behalf of the contact center’s customers.
This approach should also extend to holidays and peak periods when temporary agents may be added to handle to increased workload. By making these workers feel valued and appreciated as well, you’ll not only boost the chance of customers receiving quality service, you’ll acquire a list of agents-in-waiting who can step in when others leave.
Every week, new contact center managers and agents discover this blog for the first time. We think that’s a good reason to occasionally go back to the basics, and explore the ways in which a quality workforce management solution (like Monet WFM Live) should be utilized. This is technology that can really make a difference in how you serve your customers.
Follow these guidelines to make the most of a WFM solution:
• Given the attrition rates at contact centers, require ongoing WFM training to avoid knowledge erosion
• Refine your data gathering processes regularly to make sure the numbers are accurate
• Monitor shrinkage and balance it correctly into forecasts
• Set realistic adherence targets, and apply real-time calculations to achieving them
• Make sure intra-day forecasting is consistent
• Let the system manage holiday and shift swaps, so managers can focus on other tasks
• Daily forecasts will usually be top priority, but do not ignore midrange and long-term calculations that can be important to future planning.
• Invite agents to input schedule and vacation requests directly into the system
While Workforce Management can make a difference simply through the data it delivers and processes it expedites, it’s a tool that will ultimately be successful depending on the environment in which it is used.
Thus, managers are also urged to always treat agents fairly. For example, do not give preferential treatment on first choice of shifts, unless this perk is offered as a bonus for outstanding performance. Make sure contact center policies on this and other rules are clearly communicated so agents know what to expect.
When you know what to look for, when you have the information you need, when you need it, and when you can act upon it quickly, that’s workforce management made easy.
Among the many interesting experiences we had at Call Center Week was discussing the topics that were foremost on the minds of attendees. During the course of the week we spoke with hundreds of contact center professionals, and these were the subjects that seemed to pop up most frequently.
As one of the keys to improving the customer experience is improving the agent experience, there was much talk about how to support agents in the difficult job they have to do. The most oft-proposed solution was giving them the technology they need to prosper.
Multi-Channel Customer Service
The Internet has acclimated customers to getting the information they want when they want it, whether that’s a Sunday afternoon or at 2 in the morning. They also prefer other options besides picking up the phone (though that one remains the most popular and is likely to remain so for the foreseeable future). Companies that do not yet provide multi-channel (and mobile friendly) support are falling behind the curve.
The Customization of Cloud-Based Technologies
So if agent experience and multi-channel support are important, what is the best way to meet these challenges? Much of the talk at Call Center Week focused on how the industry is migrating toward cloud-based technologies, and how they provide more customization and more scalability at a lower cost than traditional solutions. Contact centers are recognizing that one-size-fits-all products are often insufficient, especially in an era when it’s easy to find technology to match their specific needs.
As a pioneer of cloud-based contact center technology, Monet was busy all week answering questions and providing demos of our products. If your call center is considering stepping up to the cloud, we look forward to showing you the time-saving, cost-saving differences that these solutions can make in your business.
If your contact center is located in an area where the next nearest contact center is 50 miles or more away, consider yourself lucky. Chances are you are getting first pick at the local workforce and can be more selective about which candidates to hire to serve your customers.
However, if your call center is In Tampa, Florida, Phoenix, Arizona, Greensboro, North Carolina, Las Vegas, Nevada or one of the other cities where the saturation rate for this type of business is high, the search for qualified labor can be more daunting. Here, the agent is picking you as much as you are selecting the agent, and you may find yourself in a constant competition to recruit and retain the best candidates.
Each high-saturation market presents its own unique challenges. Las Vegas, for instance, still has a particularly large transient population. For contact centers, that might raise a red flag on candidates that have only lived in the city for less than one year. It can be frustrating to devote the time and effort necessary to develop and train a new agent, only to have that agent move out of state a few months later.
However, regardless of the market there are a few initiatives that can be taken to improve the likelihood of attracting talented agents in competitive environments.
A Desirable Place to Work
While specific policies and procedures may vary, the basic function of a contact center agent will be much the same wherever that agent works. So anything that can be done to improve the workplace look, its hospitality and its overall “vibe” might become a deciding factor in where that agent chooses to work.
For some businesses this could be as simple as a bright, welcoming atmosphere. Or it may be the offering of extra conveniences and perks, such as a child-friendly or pet-friendly workplace.
This is obvious. A competitive wage package is essential in cities where similar opportunities are plentiful.
Word of Mouth
Sometimes the best recruitment tools a contact center has are the agents that already work there. Make them a part of your recruitment process.
Veteran agents in particular will appreciate being able to ask the types of questions that only another agent can answer. They’ll want to know whether agent input is valued, or if an assembly line attitude pervades. Has a script or policy ever changed because of an agent’s suggestion? Are outstanding performances rewarded? Does the occasional mishandled call prompt an angry outburst, or a coaching moment?
Opportunity for Advancement
Some people seek a job. Others seek a career. Those that fall in the latter category are typically more serious about their work and are looking for a business that provides an opportunity for growth and advancement. Is it possible at your contact center for an agent to progress from agent to coach to operations manager to site director? This comprises not just the possibility of such advancement, but also the creation of training programs and initiatives that encourage such transitions.
Since contact centers are among the workplaces that now allow employees to work from home, it may not even be necessary to recruit exclusively from the local community. Call recording and workforce management (WFM) software provides agents with the same technological capabilities they would have at an office. This is particularly true when hosted call recording and WFM are accessed through cloud computing.
But is it a good idea to allow agents to work remotely? Often, the comforts of home can make an agent more content in his or her work, and more motivated to maintain their employment by working hard and meeting the company’s needs. And depending on the home environment, there may be fewer distractions there than there would be at a busy contact center.
Agents who work from home avoid the two-way commute every day, which saves money on gas. Parents can also save on daycare for their children and the need to maintain a ‘professional’ wardrobe for the office. The arrangement is more economical for the company as well, as it does not have to provide a workstation on its premises.
In addition, an agent may feel more confident in knowing that he or she is trusted enough to work from home without a manager looking over their shoulder throughout the day.
That said, not every agent will prosper in a telecommuting position. It takes self-motivation to work from home, and employees who lack this discipline may be distracted in a home environment, and their job performance will suffer.
Agents may also miss out on the motivation that comes from the fervent pace in a competitive contact center, where agents and teams strive for more first call resolutions and shorter call times in friendly competition. While it’s certainly possible to compare notes via email, it’s not the same as when agents are working side by side. Work-from-home agents also miss out on some of the camaraderie and support they receive from fellow employees and managers.
Any city that is home to a significant number of contact centers may be challenged by employee attrition rates and an escalation of wages – another $1 an hour somewhere else is reason enough for some agents to move on. But there are measures that can be taken to reduce attrition while attracting the agents with the greatest potential for future success.
“The extensive reporting capabilities, graphs and charts presented senior managers with the tools they needed to make staffing decisions. We are satisfied with Monet Software and feel that the application has met our requirements.”
Oscar Gutierrez, Contact Center Analyst, Bayview Loan Servicing
Bayview Loan Servicing, an investment management firm focused on all areas of mortgage credit, including mortgage servicing rights were scheduled manually using spreadsheets.
Comcast Corp. recently announced plans to hire 10,000 military veterans, reservists and spouses over the next three years. Since 2012, the company has hired more than 4,200 veterans. Many of them now work at Comcast’s contact centers.
This is not only an admirable effort, especially with Memorial Day having recently passed, it is also a proven method for finding better agents that are more likely to provide excellent service, and to stay in their positions longer.
Compare the attributes managers look for in a contact center agent to the attributes veterans obtain during their military service, and it becomes obvious why this transition is one that works:
Accelerated learning curve: veterans can quickly learn new skills and concepts
Teamwork: the military encourages both individual and group productivity
Grace under pressure: if veterans can handle stressful combat situations, they can certainly cope with the rigors of tight schedules and angry callers
Following orders: Military men and women are used to accurately following procedures
Integrity: Veterans are familiar with the concept of an honest day’s work, and will bring their ‘A’ game to their job every day.
There are many qualities that are desirable in a contact center agent, and most of them have already been acquired by men and women who have served in the Army, Navy, Air Force, Marines and Coast Guard. Something to keep in mind next time your contact center is hiring.
Everyone looks forward to a 3-day weekend – with the exception of those who have to work one or all of those days, and those that have to make sure resources are allocated at a contact center to meet consumer demand.
As Memorial Day weekend approaches, here are some of the ways that workforce management can help contact center managers anticipate and optimize for the three-day holiday.
- Gathering Data – historical reports from the ACD provide the best indicators of what to expect. Go back at least two years and analyze call volume and other important KPIs.
- Remove Variances – a holiday is a variance in itself so that will obviously be taken into account, but watch for other issues that might be responsible for lower or higher numbers.
- Follow the Pattern – what specifically happened last Memorial Day weekend? Perhaps call volume dropped on Friday, was almost nonexistent Sunday but picked up again on Monday. Will that pattern remain consistent? Or is there some reason it might change?
- Check with Marketing – Has the company announced a new Memorial Day sale or promotion? How will that factor into call volume?
Once you have this information, it will be much easier to calculate staff requirements to meet service goals.
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Many companies have discovered the advantages of virtual call centers, such as the cost reductions derived from agents working from home, and a more flexible scalability than what can be imposed at a brick and mortar contact center.
It’s an arrangement that is also preferable for many agents. They eliminate the time and fuel costs associated with driving to and from the contact center, and it allows parents of small children to be closer to their families. There is also something to be said for the trust shown in agents that work remotely, which is appreciated and often inspires greater confidence and performance.
Forecasting, Scheduling and Telecommuting
The evolution of cloud software has accelerated the work-from-home trend, as it provides the same service capabilities to an agent’s home computer as can be accessed at the call center.
No installation is required, data sharing remains secure, and managers enjoy even more flexibility in the forecasting and scheduling process. Forecast simulations can be run in the same way as with an office-based workforce, and scheduling will be easier because of greater agent availability.
Now it’s easier to always meet optimal service levels, as managers can create a pool of back-up telecommuting agents for times of increased call volume, peak calling seasons such as holidays, or for when there are just too many unexpected absences.
Best of all, with an automated, cloud-based workforce management solution, managers receive the same detailed reports and real-time information on employee performance, agent activities, shift assignments, schedule adherence and other data, regardless of whether the agent is working from home or elsewhere.
Managers used to a more traditional contact center environment make require some adjustment, but the benefits of cloud-based WFM, and the positive reception of agents who would prefer to work from home (and now may stay with the company longer) should ease the transition.
Any system that assures service levels are being met while costs are being reduced is certainly worth a try.
Forecast & Scheduling Best Practices
What is the biggest challenge faced by every contact center, regardless of size or type?
The answer is one you may already know: It’s the challenge of delivering great customer service at the lowest possible cost. The question that is more difficult to answer is – what is the best way to do it?
It starts with information – having the data your agents need, when they need it.
Specifically, this means real-time insights delivered via dashboards and reports on KPIs, as well as alerts that allow managers to adjust forecasts and schedules as needed when the unexpected occurs. It means running scenarios to prepare for various contingencies, and changing breaks to meet the demands of call volume.
It also means being able to record and score calls so agents receive the coaching and training they need to deliver outstanding customer service.
With the capabilities provide by this data, the contact center manager has the actionable insights necessary to be proactive in decision-making, and that means every shift of every day will be prepared to deliver the kind of customer service that keeps customers loyal and happy. And when the contact center is running at peak efficiency, that reduces costs as well.
Even greater cost savings can be achieved when contact center technology is provided through the cloud as a subscription service, which eliminates the need to invest in additional hardware and software. In this model, call centers pay only for the time and capacity that they need. For a smaller call center, this means the ability to significantly lower upfront costs, while maintaining the option of scaling up as needed.
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For many years the skill set expected from a call center agent was fairly narrow and clearly defined. But as call centers have evolved into contact centers, additional skills are now required to meet customer expectations via their preferred method of communication.
Bad news for agents? Not at all. Those will the ability to adapt to different communication channels will be more in demand. Also, those with outstanding written skills, but who are not as comfortable with interaction via telephone, now have an opportunity to work successfully in this environment.
What skills should you be looking for when hiring an agent into a multi-channel contact center environment? Here are 10 of the most prominent:
• Courtesy and professionalism in all communication
• Attendance and punctuality
• Outstanding verbal skills and/or written skills
• The ability to multi-task
• A responsible team player
• The ability to adhere to a strict schedule
• The confidence to work independently and problem-solve without assistance
• The ability to stay calm in a fast-paced work atmosphere
• Familiarity with the technology found in contact centers
• The ability to listen to and respond to coaching
Specific contact centers will have additional expectations, such as the ability to work a non-traditional schedule. Agents that communicate with customers through a video chat will also need to maintain a professional appearance, with appropriate body language.
Monet’s Workforce Management solution can play a key role in helping agents to achieve optimal performance, by giving them the information they need to succeed.
Different call centers have different busy seasons.
For those connected with our annual income tax obligation, this is the month that requires more advance preparation, agent training and full staffing. The New York State Department of Taxation and Finance typically handles about 1 million calls every April.
If your contact center is one designed to help businesses and consumers answer IRS or state tax-related questions, how did you do? If your agents now look like they have been through a 15-round fight, and your callers had to wait longer than you would prefer to speak to an agent, it’s never too early to start preparing to do better next year.
That process starts by studying this month’s figures. That will help you better anticipate what traffic will be like in April of 2016, not just in call volume but in how many chose to seek help through other channels (chat, email, etc.). With a sound forecast in place you’ll be better prepared to allocate resources and personnel to the shifts and the areas where they will be needed most.
Do you have a workforce management solution in place that can route a specific type of call to the agent best qualified to take it? Do you have qualified temp agents on stand-by who will be available on the busiest days? If not, start hiring early and have contact information ready for more agents that you expect to need, as some drop-off should always be anticipated.
Keep in mind also that just because you are busier, it’s no reason to pay less attention to quality control. This is actually a critical time to be monitoring calls, emails and chats to compare to the call center’s quality benchmarks. Do not wait until after the season is over to address any issues.
“Is it in the budget?”
Some variation of that question is always asked when any changes to contact center procedures are proposed. And it’s a valid question. Economic realities have forced businesses of all kinds to do more with less, and contact centers are no exception.
But there comes a point when inaction can be more costly than a beneficial investment. And when it comes to the use of spreadsheets vs. workforce management software, that time has come.
Yet many small and midsized contact centers still rely on spreadsheets for daily forecasting and scheduling. Even larger contact centers, those with 100 agents or more, are still making due with an inefficient system that lowers customer service, and can actually increase costs.
When an increase as low as 1% in productivity can significantly impact the contact center budget, it is imperative to identify areas where efficiency can be improved. Ditching spreadsheets should be at the top of that list.
Spending Money to Save Money
The limitations of a spreadsheet result in fixed schedules that can produce higher shrinkage and overstaffing, or understaffing and a low service level. But with WFM it is easier to manage start times, end times and breaks with an ease of flexibility that dramatically improves service levels.
Managers can also consult more detailed and accurate call histories with WFM, resulting in better forecasts. Scheduling is also faster – some managers can save as much as 25% of the time once devoted to filling in spreadsheets – time that can now be used for additional agent training or to attend to other matters.
Is increased efficiency worth the investment? One of our clients, the Texas credit union GECU, found out first-hand. Their call center, staffed by 85 agents, selected Monet’s cloud-based WFM Live as a way to improve customer service. Affordability was a key component in the decision, as WFM Live provides such benefits as reduced IT investment, low implementation service fees and a more cost-effective per-user license model.
Just a few months after implementation, GECU was able to save money by reducing its number of agents by 14, while delivering better customer service. With the more accurate scheduling made possible by WFM Live, there was a 30% reduction in unscheduled breaks. Costly overtime scheduling was reduced, while call volume spikes were managed more easily.
“In terms of ROI, Monet has already paid for itself after a few months. The cost of the 3 year subscription I've already saved in salaries, overtime and administrative costs.”
--Joshua Gomez, GECU Assistant Vice-President, Call Center
Today, the quality and service levels at GECU are solidly placed in the top 97% tier.
The Better Solution for Managers, Agents and Your Customers
A spreadsheet can be used to calculate workforce percentages, but precise forecasting requires more in-depth analysis. And when forecasts are wrong, stressed agents cannot deliver the service level you and your customers expect – or, they’re sitting in their cubicles with nothing to do, and earning money for it.
One of the reasons we hear most often from companies reluctant to change is, “But this is the way we’ve been doing it for 10 years.” Change can indeed be intimidating. What we tell them is they are not really changing the things they do – they are just going to be able to do them more easily and efficiently.
Forecasts rely heavily on historical data – daily, weekly, monthly, seasonal – to determine call volume. Contact center managers may start with monthly and weekly stats, and then delve deeper into daily and hourly numbers, perhaps even examining work periods as short as 15 minutes.
This can be done with spreadsheets, theoretically, but with WFM it is significantly easier to analyze call types, call volume and call patterns, and then to note past variations, determine their cause, and forecast accordingly. With WFM it is also much easier to forecast special days or other events that impact call volume. “Special day” provisions can be created for any factor, from marketing campaigns or events to weather patterns.
Scheduling is yet another area where WFM offers enhanced capabilities. Spreadsheets can handle fixed schedules, but in 2015 how often do contact center schedules stay fixed?
With a WFM system managers have the flexibility to automatically manage start times, end times and break times. Now, agents can work the hours that work best for them, and happier agents are far more likely to excel at customer service. They are also more likely to stay with the company longer, a consideration that should not be minimized considering the average employee turnover rate in this industry.
Intra-day adherence tracking is another significant component of a best practices approach that is practically impossible with just a spreadsheet. WFM also provides insight, through dashboards and real-time alerts, into which agents are meeting their schedule obligations, and which may require additional guidance or training.
The annual budgeting process presents a familiar challenge – cut costs where necessary while maintaining (or improving) the customer experience. Since labor forces rank among the highest cost items, it is essential that they be managed properly. With WFM, a manager can always be confident that he or she is scheduling the right agents with the right skills at the right time.
Those still using spreadsheets for these functions are missing out on the convenience, efficiency, flexibility and functionality of workforce management.
The calculations necessary for optimal forecasts and schedules are very difficult to do with Excel. WFM has sophisticated simulation processes that tell a call center how many people it will need and when it will need them.
“But we can’t afford it.” That might have true ten years ago, but today with cloud-based WFM, even smaller and medium-sized contact centers can reap the benefits of automated workforce management at an affordable cost. A lower investment also means a more rapid return on that investment.
When call volume changes, spreadsheets are insufficient. With WFM, managers can get back to managing people, instead of spending hours on Excel planning forecasts and schedules. To learn more about this, download our whitepaper "The Real Cost of Spreadsheet-based Scheduling".
Is your contact center ready for spring break?
Certainly many of your agents are looking forward to this annual celebration. If that means taking additional time off, managers will need to have a plan in place for potential attrition.
This time of year can also mean increased business in certain industries – travel, hospitality, entertainment – creating the perfect storm at some contact centers of more calls coming in and less agents there to handle them.
How can a business negotiate this impending crisis? A workforce management (WFM) solution is the answer.
When a manager needs to know what type of calls, and call volume, to expect on a certain week or day or even during a particular hour, WFM collects and analyzes historical call data to help predict future workload. That makes it easier to forecast needs and schedule staff accordingly.
This is also a time when the flexible schedule creation made possible by WFM delivers additional benefits. Now you can take foreseen and unforeseen variables and agent exceptions into account, as well as make intra-day changes to both forecasting and scheduling.
With WFM, costly instances of overstaffing and understaffing are reduced, schedule adherence is improved, and more flexible scheduling is possible. If you try to achieve the same results with spreadsheets, you’ll be the one that needs a spring break vacation.
If you see a building going up or being renovated in an office park or commercial area near you, don’t be surprised if it turns out to be a call center.
Enter “contact center jobs” into a news search engine and you’ll see story after story about companies adding positions – 682 in Hamilton, Ohio; 600 in Clearfield, Utah; 750 in Louisville, Kentucky.
Part of this can be attributed to a steadily growing economy, but the trend toward insourcing these jobs from overseas, rather than shipping them out to India and The Philippines, is also significant factor. Today, there are approximately five million Americans employed in contact centers, and many of them are working in positions that were outsourced more than a decade ago.
Why the switch? Labor costs are going up in other parts of the world, so companies aren’t saving as much money; security has also become a concern, considering the uncertainties in data privacy laws outside the United States.
There has also been a renewed appreciation for the central role the contact center plays in customer service, whether that entails order processing, payment processing, market research or addressing customer concerns. Given how contact center agents are on the front line of customer communication, CEOs now acknowledge, maybe this isn’t the best place to cut corners.
But the real issue may be the escalating numbers of complaints from callers, who are tired of speaking to agents that are poorly trained and difficult to understand. Not only are outsourced personnel not trained as thoroughly, they are thousands of miles away from management personnel, who are thus unable to monitor and interact directly with these employees.
Not Just Jobs: Good Jobs
Since businesses originally outsourced to save money, it’s encouraging to see that as these contact center agent jobs come back to the U.S., they are doing so in most cases with a salary that will attract intelligent, capable employees.
S&P Data LLC, which provides contact center solutions to Fortune 500 companies in the United States and Canada, has announced plans to bring 425 new contact service representative jobs to Rio Rancho, NM, with annual salaries averaging $38,000 plus benefits.
This is reflective of one way that call centers have changed since the outsourcing boom – with basic company information accessible through social media and order processing available online, the responsibilities of the contact center agent has changed.
“The types of calls that are coming through to our agents today, regardless of the client, are more complex, and it’s requiring that higher caliber associate,” said
Richardo Layun, director of operations at the Melbourne eBay Enterprise center.
One Success Story: Colorado
Colorado has been in the national news often of late, mostly for its legalization of marijuana and that decision’s impact on the state’s culture and economy. But in La Junta, a city in the southeast part of the state, a less controversial means of economic recovery is underway.
The city converted an old Air Force training facility into a 1,500-acre industrial part that is already home to two call centers: the first employs 180 agents in a 10,200 square foot building. Nearby a 300-seat center is housed inside a 33,750 square foot brick building with ample space for additional departments and meeting facilities. Amenities for both include a restaurant, day care facility and golf course all located within the park itself.
The influx of new business is the result of a community effort that also includes The Colorado Workforce Center, which provides recruitment and training programs, and the local junior college, which offers preparatory classes in computers, software and technology training. The La Junta City Council has shown its support for new business by approving a relocation incentive that allows contact centers to operate for five years rent-free.
Things Have Changed Since We’ve Been Away
That may be the reaction of agents and managers when they realize how the contact center industry has evolved in the years when companies were shifting positions overseas. The technology and use of spreadsheets that was sufficient to stay competitive in the industry has been surpassed by more sophisticated solutions. For these new contact centers, it is important to equip agents with the tools they need to prosper.
That starts with an automated workforce management (WFM) solution, which delivers a means to improve the productivity and cost-efficiency of the contact center by making so many vital tasks easier. These includes running simulations for more accurate forecasting, and scheduling that incorporates all call types and other activities. Exception planning, performance analysis, intra-day management, and other practices are streamlined through the real-time data generated by today’s WFM systems.
An investment in such technology might have been counterproductive, as companies would be reluctant to add a $100,000 equipment investment on top of other development and personnel costs. Even if you are relocating to rent-free La Junta, that’s a lot of money. But with a cloud WFM system, a unified solution can be implemented quickly without a large upfront cost. Instead, users pay only a low monthly subscription fee.
In addition to cost savings, a cloud platform also provides maximum flexibility and scalability, and is more easily deployed even across multiple locations. Since all data is stored “in the cloud,” it can be retrieved at any call center workstation. If you are interested in this topic, please also read the article "5 Reasons Why Contact Center Jobs are Coming Home" that was published by Contact Professional.
While customers now have other options when it comes to interacting with a company, such as email and online chats, surveys show that the majority still picks up the phone when they want to ask a question or place an order.
To take better care of these customers, companies that outsource their contact centers are now shifting their focus to centers within the U.S., which can provide a higher quality of care. But that investment can quickly escalate if a large technology investment is required.
Cloud computing can reduce these costs. In this model, contact centers pay only for the time and capacity that they need.
In the old days it was simpler – first call resolution (FCR) at the call center was a simple measurement of how often a customer’s issue was settled within one call. No standard definition was required.
Today it’s a little more complicated. If a caller is transferred from an agent to a technical support expert, that’s still one call but two separate conversations – does that still qualify? What if a call is made after an attempt to resolve the issue via web chat proves unsuccessful? That’s just one call as well, but it was also the customer’s second effort to achieve a goal.
While definitions might change, one thing is certain – FCR is the most highly correlated metric to customer satisfaction. A CFI Group study surveyed customers whose issues were not resolved in one call; it found that 43% said they would take their business elsewhere.
Keep These Customers with WFM
An automated workforce management (WFM) solution is one way to improve first call resolution and encourage customer loyalty.
With WFM it’s easier to implement a skills-based schedule so calls are answered by agents with the talent and experience to resolve them. It also allows managers and agents to use recorded calls to learn from mistakes and train new agents in proven company procedures.
These recordings can subsequently play a role in your quality monitoring efforts. Score each one based on specific criteria and overall success, and it’s easier to discover the best way to address different types of customer questions and concerns.
Finally, if you have a WFO system with speech analytics, you can use this resource to identify important recurring words and phrases, and how an agent should react when receiving a call that fits their criteria.
However you choose to define FCR, one fact is certain: the better prepared your agents can be for any eventuality, the more likely they will be able to end a call knowing they have just said goodbye to a satisfied customer.
Optimal resource scheduling requires accurate forecasting of work volume and staff requirements. Workforce management (WFM) software makes it easier to specify shift patterns and daily duties, and factor in the skill sets and preferences of individual agents.
This information should be delivered via reports. But if your system is not delivering the information you need, or is providing that data in a way that is difficult to decipher, it might be time to consider a new WFM solution. This is particularly important since the responsibility of WFM does not end with the production of an accurate schedule.
If you are ready to consider a new WFM system, be sure to ask about the reporting options that can make a positive difference at your contact center. These include:
• The Hours Worked Report: this report makes it easier to observe the breakdown and summary of assigned activities, balance multiple types of work, and handle other backlog issues
• The Agent Status Report: Compare this report with the Hours Worked Report for new insights into workload distribution and productivity
• The Service Performance Report: Compare “How we did” results to “What we expected” numbers.
• The Coverage Report: Reveals gaps in staffing.
These are just some of the capabilities of Monet WFM. Find out why we call it “Call Center Workforce Management Made Easy.”
Many small and midsized contact centers still rely on spreadsheets for
daily forecasting and scheduling. It’s an imperfect system that could be
improved by workforce management (WFM) software.
what’s surprising is that some larger contact centers, those with 100
agents or more, are also still using spreadsheets for scheduling. Here,
the inefficiencies of the system are multiplied, resulting in much lower
customer service (under-staffing) and higher costs (over-staffing) -
often both, based on the time of day.
When an increase as low as 1% in productivity can significantly
impact the contact center budget, it is imperative to identify areas
where efficiency can be improved.
One of these areas is
flexibility – the limitations of a spreadsheet result in fixed schedules
that can produce higher shrinkage and overstaffing. But with WFM it is
easier to manage start times, end times and breaks with an ease of
flexibility that dramatically improves service levels.
can also consult more detailed and accurate call histories with WFM,
resulting in better forecasts. Scheduling is also faster – some managers
can save as much as 25% of the time once devoted to filling in
spreadsheets – that time can now be used for additional agent training
or to attend to other matters.
There are many additional
advantages as well, from reducing the number of agents needed for a
particular shift to improving agent morale by making it easier to match
employees with the hours and shifts they prefer.
Find out more in the Monet whitepaper “The Cost of Spreadsheet Based Forecasting & Scheduling.”
After so many years, and so much attention paid, why are scheduling and
adherence still a challenge at so many contact centers? One reason,
perhaps, is that each of these objectives incorporates a number of
moving parts, and a wide range of variables that must be calculated in
advance. If these calculations are off, even by a little bit, it can
bring the whole plan crashing down.
Consider the contact center manager’s ongoing challenge:
Inaccurate forecast? There goes the schedule. If a manager schedules 20
agents on a shift and call volume is higher than expected, average wait
time increases, other KPIs are impacted, and customer service suffers.
If call volume is lower, agents are at their desks with nothing to do.
The customers are happy, but accounting is not – no one likes to pay
agents when they aren’t doing anything.
Sudden call volume change? It can happen. Sometimes unforeseen
circumstances, even a change in the weather or a news story about a
company’s product, can spike calls.
Then there are exceptions, and agents who call in sick at the last
minute, and other KPI predictions that don’t pan out. Any one of these
can make scheduling a frustrating process.
Do your agents understand the impact of adherence? It was covered at
hiring and reinforced during training sessions, but even the best agents
sometimes forget. Are those that regularly fall out of adherence held
accountable? If not, they have no reason to change their behavior.
Having a system in place to track adherence would be helpful, but some contact centers have yet to make this investment.
What’s the Solution?
Fortunately, one solution is available to address the wide array of
scheduling and adherence challenges: Workforce Management (WFM)
software. It’s the fastest and easiest way to track status, progress,
and real-time activity at a call center. Dashboards provide a visual
display of call center data, providing insight into every key WFM
Both daily and long-term forecasts can be checked quickly through tables and charts on forecasting dashboards.
Review past call volumes to create tomorrow’s schedule. Find out who’s in, who’s on break and who’s on vacation.
Adherence alerts on the call center dashboard identify instances where
scheduled activities vary from the current call center status.
Besides forecasting, scheduling and adherence, other key WFM metrics
that can be reviewed via dashboard include call answer times, first call
resolutions and transfer rates.
Of course, the wealth of information provided by WFM isn’t much good if
it is not presented in a way that is clear, concise, and accessible to
changes as needed. Choose a WFM system that allows for real-time changes
to be easily implemented, that shows summaries of all agent statuses,
including exceptions. If you can’t find the data you need quickly, look
for another system.