Resource Scheduling
Credible industry surveys show most call centres do not fully use their existing resource tools and many look to change supplier after 18-24 months. This suggests a poor ROI record plus ongoing performance levels that are under optimised as a consequence. The skill of knowing how to manage resourcing systems is without doubt a key contributor to this issue but getting the selection right in the first instance is also part of the solution.
The range of solutions available is considerable. Not only in their class of sophistication but in the mix of features each price range offers. Their suitability and therefore their value is entirely a function of the particular resourcing needs of each call centre. This is to say that detailed understanding of operational and technical needs is absolutely necessary before even opening the doors to vendor selection. Here are some of the topics for consideration.
Low end, mid range and top end solutions are differentiated in their balance of ‘ease of use’ versus flexibility. The complexity of a call centre’s operating environment determines the relative attractiveness of these contrasting benefits.
At the simple end of the scale it is generally accepted the entry level for workforce management system is around 35 agents. Beyond that simple definition of need, there are a number of variables most of which operationally interrelate which adds to the overall level of complexity that needs managing. It is this analysis which determines what level of functionality is needed.
Some of the obvious variables are as follows:
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The number of shifts
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The number of sites
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The impact of routing strategies on competency requirements per shift
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The volume of multi media communications and the handling plan to manage this
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The volume of outbound in relation to inbound and any use of blending
Some of the subtleties are as follows:
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The best balance between centralised and localised planning in multi site operations
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The impact of contracted working hours, trade union agreements, EU and local legislation
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The empowerment of agents to choose/swap shifts
Additional Integration Benefits
Additional technical considerations that are important to factor in are mainly focused on integration requirements within the call centre infrastructure and beyond. For instance, a significant timesaving feature of some workforce management systems is the capability to import contact volume and average handle time data directly from the ACD. Since historical patterns are the basis of forecasting future workloads, the accuracy of this data is essential. HR/payroll data is another source that delivers benefit if integrated.
A further example could be if the scope of the requirement is multi sited. In this case the ability to draw operational data into the workforce management system will have different technical challenges in virtualised and non virtualised infrastructures.
Only once these operational needs and technical challenges are mapped out and reduced to a clear statement of requirement should the search begin for a solution that matches.
See alternative business needs description
Datapoint provides the following technologies and services for Resource Scheduling.