Plan It Prove It CX17
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Plan It & Prove It: Building an Effective Workforce Management Strategy Chuck Swain & Dan Rickwalder Strategic Business Consulting May, 2017
Transcript of Plan It Prove It CX17
Plan It & Prove It:Building an Effective Workforce Management Strategy
Chuck Swain & Dan RickwalderStrategic Business ConsultingMay, 2017
• WFM Challenges
• A Vision & Mission
• Key Strategies
• Danger Zones
Agenda
• No budget• People to do WFM• People to answer calls
• WFM is not people focused• Data not information• Adherence police• WFM runs daily fire drills/no plan• Big expensive tool is just a
database• We’re too complicated• You can’t handle my business
rules!!!
Common Challenges
• Plan It - Plan for the future, don’t react in real time• Prove It - Demonstrate the results clearly and focus on accuracy and simplicity
• Process based & timeline based• Focus on accountability
The Vision- Plan It Prove It!
Forecasting
LongTermPlanning
Scheduling
ProactiveCommunicatio
n
RealTimeMgmt
DataandReporting
The WFM Process
Forecasting- longandshortterm
LongTermplanning- 1month- 5years
Scheduling1month- 2weeksout
ProactiveCommunication- fromscheduledeliverytotoday
RealTimeManagement- Rightnow
WFM Process Timeline
LessAccurateMore
Options
MoreAccurateLess
Options
Plan It• Focus on future intervals• Get the forecast right• Be able to count your people• Look for creative solutions
that support your employees’ lifestyles & business needs
• Create clear & simple processes
Prove It• Build clear accountabilities• Create clear plans that are
easy to understand• Create informative reports
that demonstrate why we succeeded/failed
• Be transparent
Key Strategies
1. Create accountability
2. Simplify
3. Educate
4. Empower employees
Key Strategies
• Ownership of the key processes/steps
• Forecasting to the interval level• Long term planning is shared• Schedule accuracy• Roster/Headcount accuracy
• Share with floor management• Service Level• AHT- at the supervisor level• Schedule Adherence
• Have a WFM dashboard• Keep it simple• Process focused• Assign owners• Monthly review• Can be private to WFM
Create Accountability
WFMLeaderTactical- LongTermPlan
Strategic- EnterpriseIntegrationandConsistencyAccountability- LongTermStaffingandSvcLevel
ForecastingT-IntervalFCST
S-LongTermFCSTA-ForecastAccuracy
SchedulingT-Scheduleall
shiftsS- ShrinkageA-PlannedSL
IntradayT-ProactiveplanningS-RealTimeReaction
PlanA-ActualSL(shared
w/Mgmnt)
ReportingT-OperationalReportingS-Data
AdministrationA-Report
effectiveness
WFM Roles
WFMStaffing
SmallCenters1:45-60LargeCenters1:100-300
Highlydependentonyourcomplexityandautomation!!
Issue Action Owner DueDate
HighACW Leadstocoachaboutcompletingcallswhile talkingwithcustomers
Pam 6/15
NewHires StartedinNovandstillhavemuchhigherAHT-focusingon training
Teresa-complete 5/1
Sample Dashboard Template
210.00220.00230.00240.00250.00260.00270.00280.00290.00300.00
May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10 Dec-10 Jan-11 Feb-11 Mar-11 Apr-11 May-11
AHTs(Goal207s)AHT Goal
Goal:270
• Common Issues• Multi-skill confusion-is it really more efficient if you can’t plan?• Scorecard complexity makes change difficult• Agent Headcount- multiple systems cause tracking nightmares• Too many skills?
• Our primary focus is planning• Systems, tools and processes need to support planning• Look at your net staffing• Look at Service Level- all or nothing?• 80/20 Rule-if most of the group handles all the calls-you are
single skill
Simplify
• Externally• Stop complaining/start teaching• Share the plan• Share the blame• Colors not numbers
• Internally• Foster creativity• Build process documents• Develop career path• Look at external sources• Learn basic statistics
Educate
• A quick snapshot out of WFM• Pros:
• I see the over unders• Cons
• Don’t really know the times• For all groups• Not super clear
• Over time everyone learns to read this picture but its not ideal
Share the Plan-A First Attempt
• A quick export into Excel and clarity ensues
• Selectable dates and groups• Summarized by half hour
(you can do hour or whatever you prefer)
• Color coding allows for easier pinpointing of over understaffing
• Save the format and its an easy daily task
Share the Plan- Better!
• First rule-do no harm• Try everything not to bid• Look for alternative
schedules• Work with HR
• Collaborate!!!• Just ask them- go directly to
the agents• Show them the situation• We own numbers, they own
people• Remember we are all in this
together
Empower Employees
1. Fix your data first1. Agent rosters2. Call counting
2. Build processes and roles to support proactive communication
3. Engage business through formal long term planning
4. Build 1 daily “flash” report5. Engage business in
improving interval service level
To Get There
• Backdating adherence
• Shift bids
• Real time cruelty
• Your WFM system is turning you into a robot
The Danger Zones…
• How do you balance morale with the need to manage budget and customer expectations?
• How do you calculate adherence?• What are you crazy good at?• How do you manage business requirements that are not call
center friendly • How do you balance regulatory demands versus internal
performance challenges?• How do you engage employees in meeting service needs?
Questions for You…
