Forecasting workload is a combination of both science and art. Knowing the
drivers that create activity within a centre allows them to be documented and
trended, resulting in forecasting of future experiences. ACCS, experience can
enhance our client’s processes in tracking this activity from the network level
to the resolution level logged in their Customer Information Systems. All
customer contact points need to be reviewed to capture the variety and medium
customers choose. Along with capturing the input transaction, ACCS will base
workload on the service standards for the output activity.
By capturing all the direct
customer activity within the centre, ACCS will set up reporting processes to
capture the non-customer activity that needs to occur for the contact centre to
meet goals. This non-customer activity is required to ensure staff are
sufficiently trained and coached to handle customer enquires and on average
represents 50% of paid hours.
ACCS
Workload model, allows for constant review and improvements:
1. Develop & Implement Detailed Activity Tracking for Call
Volume, Correspondence & Non Phone Activity
2. Create Staffing Plan Based on Workload, Service Targets
& Non Phone Activity
3. Determine Contingency Requirements & Develop a Plan per
Activity
4. Communicate day of Operation Plan, Highlighting Risk &
Opportunities
5. Monitor, Adjust & Implement Contingency Planning as
Required Throughout the Day
6. Conduct Postmortem Review & Update Tracking for Future
Dates
.
