1. Hiring decision are based upon gut feel and knee jerk reactions, or simply replacing attrition – not on future forecasts of demand and our ability to meet that demand
  2. Our standard response to missing service levels is to simply hire more staff
  3. “I applied for leave, I thought it was approved” or “I am not supposed to be scheduled on Friday” are common explanations for absenteeism.
  4. “I thought I was supposed to start at 9” is a common explanation for coming to work late
  5. The answer to any of “How many staff do we require”, “How many did we schedule” or “how many do we actually have on the phone” is “not sure”
  6. We cannot explain why Service Level was missed on Monday
  7. Our Shrinkage, AHT and Occupancy targets are based more on guesswork than analysis
  8. Our service levels vary greatly within the day and from day to day
  9. Our schedules are determined more by when employees want to work than when they are needed
  10. Some employees love their schedules, others hate them
  11. All of our staff are full time because we have never really considered part time staff
  12. Whenever our employees or management ask us to do something different we cannot tell what the impact will be on SL
  13. Coaching sessions are always being cancelled due to high volume
  14. Whenever we have training or team meetings the call queue blows out
  15. We are always in “all hands on deck” mode
  16. Employees are always complaining that their schedules are being changed
  17. Supervisors cannot coach agents because their schedules are not aligned
  18. We have 3 people on the night shift because that is how many we have always had
  19. We looked at getting serious about WFM – but it is just too expensive (it isn’t)
  20. We spend all this time on creating a plan but we have not idea if anyone follows it.
  21. Payroll is always wrong because we do not know who was in the centre at what time
  22. We paid a lot of money for this software but nothing improved

 

If any of the above seem familiar, Optima WFM can provide a solution, one that will cost you less, not more and will improve the performance of your contact centre as well as improve employee morale.