Work Activity Modes (WAMs) measurement and reporting is the key to maximising positive behaviour in advisors and increasing call-handling capacity.

There can be any number of WAMs such as:

• Talking to callers
• Wrapping up calls
• Waiting for calls to arrive
• Taking a break (this is work if paid)
• Training
• Meetings

Step 1

You no doubt, could carry-on with the above list for a while!  However, with WAM and Adherence reporting, we are only concerned with: Talk, Wrap, Available and Break time - this means advisors should only be logged on for these activities and logged-off for lunch, meetings and training etc.

Step 2

The ACD functionality should be able to record time an advisor is in each WAM - Talk & Available times are automatically generated when an advisor is talking and waiting for calls.  Wrap and Break names need to be configured and should be part of your ACD's functionality.   This means there could be an auto-wrap function, where the advisor is automatically directed after talk time is ended.  More often than not there could be a selection code, keyed in by the advisor or a turret button to hit.  As regards Breaks this would generally be an activity selection code.

Step 3            

Clear instructions should be passed to advisors as to requirements and what is expected of them (you can find these handouts and similar in Toolkits)

Step 4

Implement the WAMs and start seeing how your centre is shaping up.

Step 5

Set performance targets at all levels for Occupancy, Adherence and Ready

Step 6

Configure ACD custom reports to report against WAMs both by time and percentage - these can be commissioned from your supplier.

Step 7

Set-up a suite of reports to measure centre, team and advisor performance.

Step 8

Measure performance at levels.

Step 9

Communicate feedback to staff.

Step 10

Coach individuals regarding non-conformance and compliance.

Of course, life isn't always so simple is it?.  You will no doubt, conduct other activities other than purely handling calls (Talking & Wrapping), such as email handling, off-phone activities or callbacks.  Here you need a sensible approach, the modes do not belong in our 4 WAMs and we do not to want them to get cloudy.  A general approach is for these to be logged off, or in a separate Admin queue, or processing in Available (waiting for a call).

You will find most of what you need in TOOLKITs - see additional material in Occupancy / Ready & Not-Ready