The Solution
Introducing Workforce Optimization from Servion's consulting
arm. Workforce Optimization assesses existing customer
interaction routing and workforce scheduling practices,
mines for complex interlinks between a set of variables
(routing operations, number of splits, workforce skills,
workforce groupings, shift patterns), and arrives at
recommendations to improve schedule accuracy resulting
in substantial savings.
Servion's Workforce Optimization
Service is
- An assessment of existing customer interaction
routing and workforce scheduling practices
- An analytical procedure, which identifies complex
interlinks between workforce skills and splits in
the ACD; shift patterns and their impact on capacity;
historical workload and its influences on future
workload; and staff hiring and attrition patterns
and their impact on capacity
- Comprehensive, as it looks at workforce optimization
from a 360 degree view point The Workforce Optimization
Service comprises three simple steps - assessment,
analysis, and recommendations.
Assessment
This begins with a comprehensive understanding of the
Call Center’s business objectives, service parameters,
resources, and infrastructure. Time is spent with IT,
operations, and business teams to make the learning
effective. A comprehensive set of data is also collected
from the reporting systems to validate our understanding.
Analysis
This process entails a two-level analysis of the findings
from the assessment phase. Level A analysis helps to
put a prima facie ‘systems model’ of the
Contact Center in place. The Level B analysis gathers
further data and observations. It provides for a further
refined ‘systems model’.
Recommendations
The various alternative routing strategies and schedules,
the savings and gains to be made with them, and their
implementation difficulties are weighed and a set that
is of maximum value to the client is provided.
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