Auditing WFM

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