Hi I am a resource planning manager and am looking to rebrand my team and was wondering if there was anybody out there who had any ideas on reports i could be producing and the best way to present them. also i am looking for more structure to my team and improving communications between my team and team managers. Would appreciate any ideas thanks.
Resource team rebranding
Call Centre Helper Forum » Call Centre Management
(6 posts)
Are you looking for a new name for the team or for a better way to present it to the business?
If it is the latter I would do a bit of research by interviewing other departments or people in the business about what they would like to get from you and also to understand what issues they have had from your team in the past.
Posted 2 months ago
Danny, I believe I might be able to help. My department has been through a similar effort over the past 2 years.
To begin with, we went right back to basics and worked on designing a new strategy. As Jonty mentions, research is needed here - we surveyed various "customers" of ours to understand what we should be delivering but we also used information readily available such as your company and/or departments mission statements and vision etc. That acts as a guide to what you should be doing and how you should deliver (not just what).
We then came up with a few key new initiatives that allowed a rebrand to occur. In our case one of our earliest new services was a web portal for agents and team managers giving them content around the Planning & Performance team. It had some performance reports links, bringing them into one location, it had How to guides for things such as Annual Leave booking etc. This allowed us to bring something to life for people that showed we really did mean it when we said we were changing and placing customers at the heart of what we do. Be it internal or external customers.
There was clearly a lot more detail behind this, so I am more than willing to share further info with you directly if you think it will be of help. We are based in Swindon.
Posted 2 months ago
Hi Jonty,
i am just looking of a way to be presented better to the business. we curretnly do alot of different reports. we have sat down with the team managers on the contact centre but not got much back so was just looking for more ideas.
thanks
Danny
Posted 2 months ago
hi rotbuck,
Thanks for this i like the idea of a central portal. i am based in manchester unfortunatley otherwise more help would have been great. i just want to be seen as a proactive team which is moving forward. any more help or ideas would be much appreciated.
thanks
Danny
Posted 2 months ago
Some of the work we have done:
Planning for you - website offering services to agents, benefit of reducing workload in your team as well
Planning for you live - the Planning & Real Time teams have "adopted" teams in the contact centre and attend their team meetings etc. Enables a direct link.
Weekly comms - we link up with our internal comms team to ensure we provide a weekly update to the entire organisation on performance and the coming week.
Surveys - find out what the agents and team managers think of you and want from you.
Planning Academy - training agents and team managers on the basics of forecasting, planning, scheduling , real time and reporting. We throw in things about how to get the best out of the reports that are produced, do some exercises that bring home how important adherence is etc.
Internal Training - we have sent 3 of our team on Professional Planning Forum courses with two more due to go this year. This has been the basis for our Planning Academy.
and most importantly....
...do a fantastic job at Planning! It helps when you can sell good news stories. Keep a timeline of your impact on the Contact Centre, when you begin to show people the journey you have been on and possibly a roadmap of where you think the Contact Centre can go, people will feel much more positvely about your influence. If you don't already, proactively provide consultancy to the CC on new technology or practises that they could consider. They don't have to take them all up, but it shows you are trying to push the place along rather than wait to be told what to do.
Examples:
Home working
Natural Speech Call Steering for your IVR
IVR messaging strategy
Working Pattern Reviews
Alternative scheduling practices - team based, preference etc
Speech Analytics
WFM & Telephony Reviews
MI Strategy
and so on.
That should be enough to keep you busy ;-)
Posted 2 months ago
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