Latest revision as of 12:00, 23 March 2014

Overview

This document quantifies the methods to achieve improvements to (timeframe) service level run rate for call group X012014, which recently migrated to the Avaya infrastructure (12/12/13). Represents a tactical, project driven approach to improve call group X012014 Service Level, with specific deliverables, defined governance, and leadership accountability. Progress measured by direct linkage between project plan and financial model, tied directly to Call Center & CSC level metrics detail.

Current Performance Status

WFM Drivers For SL Performance

Service Level for call group X012014 has been running below targeted levels of 80/30 for x weeks. Volumes and AHT trends have been in line with expected budgetary numbers. Short and Long-Term WFM Planning shows that these trends will self-correct in (timeframe) due to (seasonality), but will remain below target until actions are taken to address performance.

Performance Drivers

WFM Drivers For SL Performance

The root cause behind service level misses in call group X012014 is a staffing shortage, and sub-optimal utilization of the staffing currently in place.

Mitigation

When sustained performance issues are identified, the following areas are reviewed and areas targeted where any short-term strategies which address adjustments are believed to yeild the greatest returns on the performance metrics.

Mitigation Areas

Workforce Management

• Gap Analysis: Short and Long-Term Planning
  • Assuming SL Metric Driven By Staffing Shortfall, Hire Recommendation Plan and ETA to Recovery
• Forecasting, Scheduling, amd RTA Core Process Adjustments
• Shift Efficiency Analysis
• Shift Mix (Full-Time, Part-Time, Temp, etc)
• Mandatory Shift Bids
• Opt-In Shift Bid
• Sourcing Alternatives
• Collision Calendar Management

Call Sharing

• Segmenting for increased efficiencies (Tier 1 vs. Tier 2)
• Skilling Additional Resources
• Outsourcer Options to Share Volumes
• Virtual Resources

Call Center Performance

• Underperforming Productivity Management
• Adherence Management ~ Standard WFM Processes
• Calls Per Agent Report ~ Outliers Reporting
• Phone State Mgmt ~ Dashboard to Track Weekly/Monthly
• FCR Analysis ~ Detail Reporting
• Repeat Caller Analysis
• HR / FMLA Reviews

Technology

• IVR Traffic - Capturing Additional Traffic, Functionality
• Call Flow Messaging Options (EWTs, Best Time to Call, etc)
• Callback Assist / Cloud Based Callback to improve Customer Experience, and traffic shape peaks
• CTI Effectiveness ~ AHT Reduction, Better Customer Experience
• Routing Accuracy / CSC Transfer Opportunities
• CSC Skills Optimized (agent preferencing audited & validated)
• Desktop Applications for 3rd Party ~ Productivity, Full Control

3rd Party Efficiency thru Performance Management

• 3rd Party Shift Efficiency Analysis
• 3rd Party Shift Re-alignments
• 3rd Party Productivity Analysis
• Desktop Application Performance for 3rd Party
• Pooling 3rd Party Resources

Top 5 Mitigation Areas

1. Shift Mix (Full-Time, Part-Time, Temp, etc)
2. Callback Assist / Cloud Based Callback to improve Customer Experience, and traffic shape peaks
3. Option 3
4. Option 4
5. Option 5

Recommendation