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Tips for More Effective Call Center Workforce Management

This blog provides practical information on all aspects of workforce management for contact centers, including quality monitoring, call recording, performance management and analytics

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Call Center Workforce Management Blog

Workforce management: Think big for small or medium sized call centers

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It may be hard to believe, but smaller or medium-sized call centers are more difficult to manage because every agent and every call has more effect on the overall performance. If you have a 20 agent center and one agent is not available, you have a “5% resource problem” immediately. Or in call center terms, if your goal is an ASA (Average Speed of Answer) of 30 seconds for a 25 seat center, you might be surprised that the ASA changes to 59 seconds when only one agent is not available to take calls.
So, how can you manage this more efficiently with limited resources? You need to put more emphasis on accurate forecasting; a more flexible schedule and increased schedule adherence, which will have a positive impact on costs, services levels and service quality. With new web- and cloud-based WFM solutions even smaller call centers can take advantage of sophisticated forecasting, more effective scheduling and real-time adherence monitoring without breaking the bank. Think big.


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Call center scheduling: Keep track of your shrinkage

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Many centers underestimate the sheer volume of shrinkage (paid time but not taking calls). For example, in a 30 agent contact center 20 minutes of out of adherence status per agent equates to 10 hours per day in shrinkage. If those agents are being paid $12 per hour plus benefits, equaling $15 per hour, you would be losing $150 per day, $750 a week or $39,000 per year. While it is not possible to recover all lost time, imagine you can reduce shrinkage from 20 to 10 minutes resulting in a $20,000 savings alone, plus improved service levels. That is only the tip of the iceberg if you also consider lost sales due to shrinkage, which again, can easily add up to hundreds of thousands of dollars per year. How can you reduce shrinkage? There are three key elements involved:

  • Create a better match of actual call volume with agents’ availability
  • Optimize schedule by including all relevant parameters such as breaks, training, etc.
  • Improve schedule adherence by educating your agents, monitoring performance and providing incentives.

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How to streamline supervisor / agent communication

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Lately, we are getting more inquiries from people looking for a solution that makes communication, schedule changes and exception planning between agents and supervisors easier, especially across multiple locations. Here are some key capabilities that our web-based solution Monet Anywhere provides to address this:

Manage schedule changes: Agents can request changes to their schedule. These requests immediately alert the agent's supervisor, who can review the impact of the change and approve or decline the request. If approved, the change immediately affects the schedule. Supervisors can also request schedule changes for agents, in an identical manner with supervisor and agent roles reversed.

Open shifts for bidding: The solution presents unfilled shifts to qualified agents on which to bid, allowing them to volunteer for shifts normally outside their desired working hours. Supervisors can review bids made for a shift and select the agent they wish to assign.

Multiple locations and home-base agents: Agents can securely access the solution through a web browser. Agent and supervisor communication will get easier and more efficient especially across multiple locations and remote/home-based agents.

Please contact us if you would like to learn more.


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How to select a Workforce Management Solution that fits your needs

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We have compiled a list of questions that should be helpful when selecting a workforce management solution for a small to medium sized call center:

Performance and key capabilities

  • Does it accurately forecast call volumes by leveraging data from your ACD system?
  • Can you easily run “what-if” scenarios based on shift patterns, skill levels, exceptions, etc.?
  • Can you make intra-day changes to forecast and schedule based on changing call volumes?
  • Can you track and monitor agent adherence?
  • Can you create performance management reports?

Time and resources to implement

  • How long does it take to implement the solution from start to finish?
  • How is it deployed? Do I need to buy and implement hardware or can I just use it over the web?
  • What resources (money, people, etc.) do I need to implement the solution?

Total cost of using the solution

  • Upfront costs: What are the total upfront costs for software, hardware, integration and implementation?
  • Ongoing costs: What are the ongoing costs such as subscription, maintenance, support, upgrade fees?
  • Hidden costs: Are there any “hidden” costs you should account for? (IT resources, integration costs, licenses, upgrade costs, etc.)

Usability

  • Is the solution easy and intuitive for non-IT people to use?
  • Does the solution focus on your specific call center needs?
  • What features do you really need?

ROI and financial risk

  • How much is the upfront investments? The higher, the lower the immediate ROI.
  • How long does it take until I can start using the solution to realize the benefits?
  • What is the financial risk if the solution doesn’t meet your needs? How much does it cost you to "return" it?

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Are you monitoring schedule adherence in your call center?

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In December 2009, we did a workforce management survey and asked call centers (non customers) about their practices regarding forecasting and scheduling. One question was related to schedule adherence. We were surprised that 50% did not monitor schedule adherence. Lack of schedule adherence causes inefficiencies such as increased shrinkage and declining service levels. Here are some best practices and consideration for managing adherence in your center:

  • Inform and Educate: Agents need to understand the relevance of schedule adherence, how a mere 10 minutes here and there impacts other agents and the entire call center performance.
  • Measure and Manage: Measure and track adherence using workforce management tools and solutions, tracking adherence in real-time and running reports. Share these adherence reports with your agents and discuss how they are doing. It is important to give regular feedback regarding adherence statistics.
  • Provide Incentives: Reward agents that adhere to their schedule (95% within adherence scores) through recognition within the team and tie bonuses to good scores. It is also critical that all agents are aware of the consequences for out-of-adherence behavior; this establishes their responsibility towards the success of the call center.
Over the next weeks, we will share more survey results - stay tuned. However, if you are interested in learning more right now, please go to www.monetsoftware.com and send us a note.
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Are scheduling spreadsheets a low cost alternative?

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As a small or medium-sized call center you might think you can get by with scheduling and managing your staff using spreadsheets. Maybe you have avoided workforce management software because of the large upfront investment that is associated with traditional premised based WFM software vendors. However, with new subscription-based and fully hosted offerings you might ask yourself, if continuing to use spreadsheets is the best or lowest cost choice. You need to keep in mind that inefficient forecasts and schedules will cost your center every day. Take a look at the following questions and see if you might discover an opportunity for improvement in your center:

  • Can you monitor and track schedule adherence? If agents are out of adherence for 15 minutes each day in a 25 agent center, that can add up to staffing costs of $23,000 per year.
  • Can you take advantage of your call history? The use of detailed call history data and patterns might help you improve accuracy of your forecast and your schedule.
  • Can you "build-in" skill-based routing into your schedule? Having multi-skill agents in overlapping groups as part of your schedule will help improve productivity.
  • How do you handle exceptions and agent preferences? The ability to handle exceptions and personal preferences as part of your schedule will motivate your team.

So, take a look at your call center operations and staffing to see if presumably low cost scheduling spreadsheets actually cost you more than you think.


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Advantages of cloud-based workforce management software

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We often get asked about the difference between cloud-based, web-based, hosted and SaaS-based workforce management software and how it compares to the on-premise software model. In order to provide some guidance on this, we decided to offer a webinar about this topic: The 5 Advantages of Cloud-based Workforce Management Software. If you are interested in more details or have any questions please let us know or register for the webinar, which will be held on Wednesday, March 17 at 9 a.m. PST.


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Welcome to the Call Center Workforce Management blog

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Welcome to our new blog about Call Center Workforce Management. We at Monet Software are dedicated to making workforce management, forecasting and scheduling easier and more efficient for call centers. With our new blog, we would like to share ideas, tips, insights, best practices, industry and technology trends with you. We hope that this blog proves to be useful for call center executives, managers and supervisors in their daily work. 

The Monet Software team


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A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

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