Operational Analysis
Examples of areas
Forecasting Performance and Analysis
Do your forecasts mirror your reality? By continually evaluating your forecasting against the strategy that you have chosen for your contact centre, you can make conscious decisions about when a customer relationship warrants higher prices and when you should leave things the way they are. Teleopti’s consultants will evaluate your forecasts and conduct interviews with key employees involved in the issue. As a result, these questions that are so vital to your operations will be concretised in the form of in-depth data and proposed additional measures.
Scheduling Efficiency
Overstaffing means direct cost in idling agents, understaffing means indirect cost in lost business, attrition and sickness. The ideal scheduling is when the resources follow the work load pattern smoothly, that is when you minimise the effects of over- and understaffing.
To achieve smoothness you need the right work rules and if you have tasks other than real time contacts, these can be used to reach smoothness in your planning.
We will in depth analyse your shift structure and the working rules behind the structure, and help you to plan other activities where they harm the least or even can increase your productivity.
The result will be suggestions to what combination of work rules that would be most valuable for you. We will suggest a new shift structure adapted to the behavior of your customers, yet with the best and wellbeing of your agents in mind.
Workforce performance and analysis
scheduling for efficiency is one thing - living the schedule another! Teleopti Consultants can help you to find what is stopping you from reaching the planned service levels, and increase utilisation and efficiency in your Contact centre.
Do you have activities that are not scheduled at all, yet has impact on the total use of resources? How can you identify the time thieves and instead use them to increase the productivity in the Contact Centre?
Do your agents act by the schedule, or do you loose resources during the day? If not, what is stopping them and what can be done about it?
Do you plan for the right shrinkage and efficiency? The resources that you plan for but are lost somewhere during the journey are critical for your success in achieving the service targets.
Our consultants will help you identify the time thieves and find ways to handle them in a structured way.
After analysing performance data and service level results and interviewing critical stakeholders, our consultants concretise the result in a detailed report and proposed actions.