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The table below gives examples of some of the challenges you may be facing at present.  It has been designed to help you to identify any consultancy needs, and to give you some guidance to carrying out your own self-help.  cc consultancy's  services will provide you with solutions to these challenges.

The Issue

Areas to Consider

Work Life Balance would be wonderful, but I need people on the phone
bulletWhen did you last review your schedule fit?
bulletAre you expecting everyone to adopt the same working patterns?
bulletHas your call arrival pattern changed since you designed your shifts?
bulletDo you have a clear picture of when you are under staffed?
bulletHave you established what patterns your agents would like?
bulletAre you sure that the agent preferences won't match business needs?

My staff only want
to work 9 - 5

bulletOn what are you basing this assumption?
bulletHave you asked for volunteers on a temporary basis?
bulletHave you reviewed your scheduling practices recently?
bulletDo you use cost-free incentives for working unsociable hours? 
bulletHave you considered introducing flexible working practices?
bulletHave you established how many agents you need outside these hours?

 

We are extending our 
Hours of Operation 
bulletDo you have an accurate forecast for the increased demand?
bulletDo you know how many staff will be required in the extended hours?
bulletDo you have flexibility in the current staff contracts?
bulletDo you have a recruitment plan? 
bulletWhat do your existing staff feel about this change?
bulletHow has this decision been communicated?
My Resource Planning Team's performance and attitude has deteriorated recently
bulletHas something changed that has had a negative impact on morale?
bulletDo they have conflicting targets and demands?
bulletHow are their relationships with other teams/departments?
bulletAre all changes communicated effectively?
bulletDo you hold regular feedback sessions with your team?
bulletAre the performance measures in place appropriate?
bulletDo you conduct regular performance appraisals?
The Agents and Team Leaders are always complaining about the Schedules produced & requests being declined
bulletWhen did they last spend time with the Resource Planning Team?
bulletDo they understand what drives the schedules produced?
bulletDo the Resource Planning Team hold regular communication events?
bulletWhen was the last time you had an agent forum/focus group on shifts?
bulletDo your Resource Planning Team understand the impact they have?
bulletDo your Resource Planners effectively explain their decisions?
bulletDo you have a Real Time Team in place trained to manage requests?
Agent non-adherence is getting worse, despite setting targets for bonus payments
bulletAre agents and team leaders aware of the impacts of non adherence?
bulletDo they understand how their behaviour affects colleagues?
bulletDo they understand the impact non adherence has on customers?
bulletWhen did you last demonstrate how their behaviour affects service level?
The level of sickness and/or attrition in my operation has increased
bulletHas there been a change in your operation over the last few months?
bulletDo you have enough staff to manage the workload? 
bulletAre you constantly cancelling team meetings and/or training?
bulletAre you offering flexible contracts that meet your employee needs?
bulletHave you reviewed work patterns to offer a work life balance?
bulletDo you hold exit and return to work interviews?

Contact Information

Telephone:       01244 403666
FAX:  0845 869 5517
Email: enquiries@ccconsultancy.net
 
Copyright © 2004 cc consultancy
Last modified:  17 January 2010