Difference between revisions of "Auditing WFM"

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Latest revision as of 09:35, 13 April 2014

Auditing Our WFM Operations

A key theme in the Functional_Integration dimension of a World_Class_Forecasting_Organization is **Accountability**. To maintain an world class forecasting organization, frequent audit checks should be run against both process and data output from the WFM organization. Monthly audits against the regional business steps should be conducted to ensure an environment of continuous improvement is being fostered. A list of WFM Audit Recommendations will be published and maintained through the ROC Wiki.

Regional Checklist

Attached is a troubleshooting checklist that serves as a tool to facilitate examination of processes and proceedures within the WFM organization.

Area Troubleshooting Question Yes No
Forecasting Do you have a forecasting process in place? Yes No
Forecasting Does the forecasting process include a post-analysis improvement step? Yes No
Forecasting Is someone (or a small group of people) accountable for the forecasting process? Yes No
Forecasting Do the individuals accountable for the forecast have the necessary data (e.g. Talk time, after-call work, average handling time, call load?) Yes No
Forecasting Does the forecasting process involve individuals across the organization? Yes No
Forecasting Was the forecast within +/- 5% of call load, by half-hour interval? Yes No
Forecasting Does the forecast include all channels of communication (mail, email, fax and ACD phone) Yes No
Forecasting In the forecast, do you have the right average handle time for each channel of communication? Yes No
Forecasting Have you identified specific transaction types (e.g. billing, sales, retention, repair, tier) for each channel of communication? Yes No
Forecasting Do agents understand how to use the after call work mode? Yes No
Forecasting Are exceptions in historical data annotated and neutralized? Yes No
Forecasting Is the forecast adjusted for new agents and/or when the call mix is changed? Yes No
Forecasting Is the forecast based on reality (NOT goals) for AHT? Yes No
Forecasting Is there a process in place for blending in judgment? Yes No
Forecasting Do you forecast for the total work load not just the call load? Yes No
Scheduling Are you confident you are using the appropriate formula to calculate staff (Erlang C / Computer simulation through WFM software) Yes No
Scheduling are you confident that your calculations are based on the appropriate time frame (e.g. half-hour, five minutes for peaked traffic Yes No
Scheduling Were separate calculations done for each agent group? Yes No
Scheduling Do you consistently review your group design to determine if it is too simple or too complicated? Yes No
Scheduling Does hiring and training consider your group design? Yes No
Scheduling Are your agent groups too large or too small? Yes No
Scheduling Do you have systems that identify, route and track transactions for each channel of communication? Yes No
Scheduling Was non-phone work accounted for? Yes No
Scheduling Are you considering many different scheduling alternatives, such as: Yes No
Scheduling Conventional, staggered, concentrated, & split shifts? Yes No
Scheduling Adjusted breaks, lunches and training? Yes No
Scheduling Utilization of part-time resources? Yes No
Scheduling Overtime or Voluntary Time Off? Yes No
Scheduling Telecommuting? Yes No
Scheduling Do you solicit input from everyone involved in scheduling (e.g. agents, forecasters, supervisors) Yes No
Scheduling Do you review schedule horizons to determine if it is too short or too wide? Yes No
Scheduling Do you have a good balance between \"too flexible or not flexible enough\" when making adjustments? Yes No
Scheduling Do you make sure you Do not experience deficiencies from bidding by seniority? Yes No
Scheduling Does agent performance factor into at least 75% of shift bid determination? Yes No
Scheduling Do you make sure that all the newest agents are NOT assigned to the newest supervisors? Yes No
Scheduling Are agents with ONLY compatible skill sets exchanging schedules / shifts? Yes No
Scheduling Do you have a real-time escalation process in place that is in writing and understood by CAEs and Supervisors? Yes No
Scheduling When choosing what to include as exceptions, are you following the standardized list in the WFM design? Yes No
Scheduling Do you manage around each half-hour rather than around daily averages? Yes No
Scheduling Do you make adjustments in front of thresholds and behind thresholds (or just behind) Yes No
Scheduling Are you measuring and managing adherence to schedule? Yes No
Scheduling When examining adherence, are you measuring how much AND when? Yes No
Scheduling Do you agents buy-in to adherence? Yes No
Scheduling Do your supervisors provide coaching on adherence to schedule? Yes No
Real-Time Does RTA have goals assigned for SL & Adherence? Yes No
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