Core-goals

As a result in our investment in developing The ROC and a "World-Class Forecasting Organization" we set out to establish a set of core goals. These goals reflect benefits that focus on continuous improvement in the areas of business efficiencies and quality of experience.

Core Business Goals

Develop the most efficient schedules as practical

• Improve cost of maintaining SL with existing resources
• Reduce overall staffing hours and minimize OT
• Constantly monitor overstaffed segments
  • Maximize short-term overstaffed with training & coaching
  • Adjust long-term overstaffed patterns through shift adjustments

Monitor, Identify, Understand and Document Intraday Variations From Forecast

• Real-Time group reacts to events to quickly resolve intraday deviations
• Monitors resources (internal and external) to adjust
• Takes corrective action
• Standard process to document events identified for future forecasting

Promote Empowered Agents Within the Workforce Management Model

• Encourage agents to take part in WFM processes
• Establish an environment which balances agent need against customer needs (maintaining service level)
• Solicit employee input in scheduling process to maximize employee satisfaction

Automate Scheduling Administrative Processes Through Utilization of WFM Software

• Establish streamlined requests for vacation, shift swaps and moves, and shift bidding
• Remove administrative processes from Supervisors to maximize agent coaching
• Improved Administrative processes should result in the rapid dissemination of WFM information with the workforce

Reduce Shrinkage

• Ensure Real-Time group monitors both agent performance, adherence and the call loads to address events as quickly as possible.

Plan and budget for both short and long term business needs

• Effectively manage daily and weekly campaigns to ensure short-term business needs are being met (maintaining SL while maximizing efficiencies)
• Manage long-term business needs by participating in budget planning which captures time-series and event driven performance, to better plan for future business needs.

Leverage Avaya Skill Based Routing With WFM Software

• Ensure scheduling incorporates skill based routing to best match agent proficiencies with call type and customer type.

Goals For Use of WFM Software:

Expected usage of the WFM software include:

• To schedule agents effectively in a multi-skilled environment.
• To create call forecasts.
• To track agent attendance, including vacations and sick time.
• To schedule and track meetings, training, and other off-phone events.
• To monitor agent schedule adherence.
• To make more informed decisions about intra-day schedule changes.
• To enable agent schedule viewing through their web browsers.
• To automate agent shift swapping.
• To facilitate the management and scheduling of agent vacations.
• To model “What-If” scenarios for new call types or changes to existing call types.
• To project future staffing requirements.
• To improve service levels.