Capacity Planning in simple terms is long range forecasting, anything up to 5 years in advance. Here we estimate the cost of running your contact centre covering all angles such as recruitment, downsizing, new campaigns, risk analysis and shrinkage analysis (holidays, sick, training, meetings etc.).
Real Time Management
The primary function of the Real Time Management is to monitor inbound/outbound call traffic against agent availability. Thresholds are set to ensure that agents do not spend too much time unavailable to take a new call, thus lowering the average handling time (AHT) and increasing the efficiency of agents.
Schedule adherence is also a key factor. Any anomalies can have a severe “knock on” effect. E.g. Agents taking their scheduled breaks at the wrong time can generate inbound call queues, which in turn have a detrimental effect on Service Level. The longer a customer has to wait, the more likely it is that they will hang up and try to call later in the day – increasing call volumes at unexpected times and, again, having a negative effect on Service Level as well as customer experience.
Forecasting and Scheduling
Forecasting and Scheduling is done in the much shorter term. Here we look at the trends of work demand and the available people to work those demands in close detail. Through producing demand forecasts and agent schedules we match them together as closely as possible to ensure the highest efficiency but at the same time, not overworking agents.
MI & Agent Performance
MI & Agent Performance is the development procedures to gather, sort, analyze, evaluate, and distribute timely and accurate reporting to empower decision makers and people managers.
Our system will deliver accurate, clear and concise reporting to allow for transparent Key Performance Indicators (KPI’s) and employee measurements, improved forecasting and capacity planning.