7 Secrets of Successful Resource Planners

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Filed under - Archived Content,

Netcall share their best practices for resource planning.

1. Update agent changes regularly

The more data you put in, the more insights you get out.

Unplanned agent changes such as sickness should be entered as early as possible. That way you can chart the effects throughout the day. You have the systems in place, so make sure you are using them.

2. Review the intra-day projections regularly

Allow your workforce management solution to receive at least two hours’ worth of data before changing breaks. This way you will get a more accurate and more useful forecast and minimise the potential impact if call patterns change.

3. Maintain a protocol for planned absence

Team leaders should be booking time off the phones well in advance. Impromptu staff absence for training or meetings can have an enormous effect, so educate senior staff about your protocols.

It is only when you are given sufficient notice that you can calculate the best time for the activity according to the ‘Deviation Report’.

4. Establish average handling time (AHT) and indirectly occupied time (IOT) monitoring

Look at variations during specific intervals throughout each day.

Review weekly figures to ensure your AHT and IOT are as accurate as possible. Identify the cause of any discrepancies.

5. Check call consistency between your workforce management solution and automatic contact distributor (ACD)

Communicate regularly with your ACD administrators, especially about any new lines that may affect your contact centre.

If you do locate discrepancies, establish the cause in order to prevent a repeat occurrence.

6. Run weekly processing as early as you can

Handling processes early in the week will allow you to define your troubled areas of staffing and act accordingly. Set aside a regular time to tackle them so that you have a consistent information resource over the year.

7. Make all relevant changes to the earliest week’s data

You also need to ensure you have made all relevant changes to the earliest week’s data (Non-rep call periods, absence etc.) as this will be archived!

For more information about Netcall, visit their website.

Author: Megan Jones

Published On: 11th Nov 2015 - Last modified: 18th Dec 2018
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