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Category Archive for: ‘Tip of the Week’

Solicit feedback for the WFM team during Performance Management review time.

November 20 – As we begin to wrap up this year, Performance Management reviews start coming into mind.  What have we done well?  What could we have improved upon?  What do our clients (agents, supervisors, managers) believe can help them?   Use this time to solicit feedback for continuous improvement of the WFM team.   You can use a feedback …

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Are you using surveys to improve the service you provide?

October 10 – Surveys can be great tools toward improving the service you offer your internal customers and/or identifying areas of opportunity within your organization.  They can be easily created on one of the many websites out there (such as surverymonkey.com) many of which are free for basic use.  The results can be anonymous, making responses more prevalent and authentic. …

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What is the “industry standard” for abandon rate percentages?

August 8 – I was recently asked what the “industry standard” is for abandon rate percentages.  Actually there is no “industry standard” as this can vary a lot by type of call and business. However, most people would say that somewhere between 2-5% is reasonable performance for most call types.  Of course, if this is a sales call queue, any …

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What is the right agency occupancy for your center?

June 6 – Occupancy rates indicate the approximate amount of times you expect your agents to be productive, i.e., actually on the phone, taking calls, performing after call work, answering e-mails, etc. An occupancy rate of 90%, for example, means that your agents, on average, are working 54 minutes and have six minutes of idle time for each hour that …

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Right time vs. time off the phones.

May 2 – We all know time off the phones can be critical in order to process service request or customer inquiries that come in. Do we really know what the right amount of time is per an agent? Are we giving to much/too little? Do you rely on what the team leads/managers tell you who needs what? Inventory management …

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Consider the impact of events on your forecast over time.

March 7 – As you look at the impact of events on your call forecast, consider not just the immediate result, but how various events play out over time.  For each business factor it’s important to judge what type of effect the event will have as well as its longevity. A Step Response is one where there is little immediate …

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What is absenteeism?

February 15 –   Practically, absenteeism is just opposite of being present. In the literal meaning, if you are not present at work then you are absent, just like two sides of a coin are either heads or tails. There are some general concepts that will help to make absenteeism easier to understand and consider in the workforce management process. Let’s …

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No variance analyses means you don’t know what to do next.

October 12 –   This is a hard one. Many businesses don’t have time to look backwards, and many operations do not provide meaningful variance analyses. But the process of determining changes to the operation or variance in the business environment is critical to running a smooth operation and to avoiding service catastrophes. While many businesses will have forecast review meetings, …

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