Getting customer service right every time – now that’s customer obsession for you. Striving for perfection, anticipating what the customer wants, giving them more than they expect, it’s a goal that most of us strive to achieve. Sometimes we get it right, but more often than not things go wrong. We simply can’t be perfect all the time, we are human after all. Considering this, is customer obsession something we should be implementing in our organization? Are there times when it can do more harm than good, regardless of it being a positive thing to aspire to?
Managing the data flow to the WFM system is one of the most important tasks of the WFM analyst. This is truly a case of “garbage in, garbage out”. The whole process starts with a forecast and it is based on history. If that history is inaccurate, the whole process falls apart. Check the accuracy of your forecasts and if you are typically more than 5% off for the day or consistently for some half-hours, a review of the historical data and the process of storing it may be a worthwhile project.
As workforce management calculates the number of staff required to support a contact center, they have to look at 4 critical factors. The first is the FTE required to do the actual work. In a perfect world, this would be your final number. However, that number has to be grossed up, significantly, to get to the total number of heads you actually have to employ to effectively run a contact center. The other factors that cause this number to balloon are: Lost time, Shrinkage, and Idle Time. In some contact centers, the FTE required for the actual work is only 50% of the employees being paid!
Whenever the concept of standard deviation is mentioned, I see a lot of eyes rolling. But the good news is that this useful calculation is really easy, especially when done in a spreadsheet program.
It seems that nearly every contact center struggles to control absenteeism. No matter how accurate the planning is, when more people are missing than expected, the service suffers. Addressing this problem takes many forms and some solutions will work better in individual centers than others.