UK and IrelandResource Planning / Workforce Management (WFM)
Resource Planning
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Abandoned Calls - Are They Really Lost?
It is common practice in call centres to assume abandon callers do not call-back. Why is this the case? Well, we use Calls Received (Ca… View
Adherence to Schedule
Also known as Schedule Adherence Call center schedule adherence is a common metric used in the call center to determine whether or not call cen… View
Adherence to Work Activity Mode (WAM)
Adherence to schedule is sometimes referred to as 'customer time' as it covers the Work Activity Modes of Talk time, After Call Wrap time a… View
All Lines Busy - Engaged/Busy Tone
Also known as 'busy' or 'engaged' tone View
Base Staff
Base staff refers to the absolute minimum number of full time equivalent staff required to meet service level. So if using an erlang calculator… View
Call Centre Stress
The 'bad' call centre reports, one way or another, indicate the 'big brother' syndrome developing in call centres. High stres… View
Call Forecasting - Key Enablers
What do you need to take into account when considering call forecasts? View
Envelope Scheduling
Once call forecasts have been made and staff scheduled, envelope scheduling allows for additional staff to be scheduled to complete non-demand work… View
Erlang C
This model assumes that all blocked calls are queued in the system until they can be handled. Call centres can use this calculation to determine ho… View
Flexi Time
Flexi time doesn't really have a place in contact centres. It is a policy, by which employees can vary their working hours to gain credit… View
Full Time Equivalent (FTE)
An FTE represents one full-time employee working the set required hours for a month. If the normal working day for a full-time employee is 7 ho… View
How to Convince Senior Managers
Many call centres under-resource as they ignore service level when calcuating FTEs required. This is not neccessarily intentional, but they si… View
Index Factor
An index factor is used in call forecasting and is a multiplier applied to a call volume. It is used to weight a volume to deliver a call forec… View
Non-Demand Work
Non-demand work is a phrase which refers to workload which doesn't require an immediate response like telephone calls. Such work could be e… View
Rostered Staff Factor (RSF)
Rostered Staff Factor (RSF) refers to the number of scheduled staff required to meet service level, non-demand work service levels and people activ… View
Scheduled Hours
Once call forecasts are understood it is then necessary to understand the workload hours. Once the workload hours are established, staff have t… View
Schedules
Schedules, also called rotas and shifts, are produced to inform staff of their personal attendance requirements. Once service level base staffi… View
Shrinkage Absences
Do you allow for appropriate staff shrinkage in your centre? View
Under-Resourcing - Case Study
Case Study Let me describe the scene I was faced with when I moved sideways as call centre manager from the financial services, which are consi… View
Work-load & Service Level and the Wrong Way to Resource
The methods of calculating staff in a call centre differ significantly from methods used for general productivity. Given the same hours of wo… View