The contact centre industry is in an era of “multiplicity” – multiple channels of contact, a rich array of technology solutions and deployment options, and multiple delivery location choices on, near and offshore.
Accurate Forecasting of volumes, shrinkage, attrition, AHT.
Any plan can only be as good as the inputs into the plan. Not only volume needs to be accurately forecast but also shrinkage, attrition and AHT.
How do you determine the right service level objective or ASA target for your contact centre? Speaking with many contact centre managers on this topic at a recent event I discovered.
Early in my career in WFM I was a stickler for the rules. Agents were required to give one month’s minimum notice to take vacation. Breaks were scheduled and any schedule inadherence could not be tolerated. All requests for any changes to schedules were to be booked before schedules were finalized and needed to be approved by the Supervisor.
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
Our standard response to missing service levels is to simply hire more staff