Needs Analysis

The Issue

Areas to Consider

Work Life Balance would be wonderful, but I need people on the phone

	When did you last review your schedule fit?
	Are you expecting everyone to adopt the same working patterns?
	Has your call arrival pattern changed since you designed your shifts?
	Do you have a clear picture of when you are under staffed?
	Have you established what patterns your agents would like?
	Are you sure that the agent preferences won't match business needs?

My staff only want
to work 9 - 5

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

We are extending our
Hours of Operation

	Do you have an accurate forecast for the increased demand?
	Do you know how many staff will be required in the extended hours?
	Do you have flexibility in the current staff contracts?
	Do you have a recruitment plan?
	What do your existing staff feel about this change?
	How has this decision been communicated?

My Resource Planning Team's performance and attitude has deteriorated recently

	Has something changed that has had a negative impact on morale?
	Do they have conflicting targets and demands?
	How are their relationships with other teams/departments?
	Are all changes communicated effectively?
	Do you hold regular feedback sessions with your team?
	Are the performance measures in place appropriate?
	Do you conduct regular performance appraisals?

The Agents and Team Leaders are always complaining about the Schedules produced & requests being declined

	When did they last spend time with the Resource Planning Team?
	Do they understand what drives the schedules produced?
	Do the Resource Planning Team hold regular communication events?
	When was the last time you had an agent forum/focus group on shifts?
	Do your Resource Planning Team understand the impact they have?
	Do your Resource Planners effectively explain their decisions?
	Do you have a Real Time Team in place trained to manage requests?

Agent non-adherence is getting worse, despite setting targets for bonus payments

	Are agents and team leaders aware of the impacts of non adherence?
	Do they understand how their behaviour affects colleagues?
	Do they understand the impact non adherence has on customers?
	When did you last demonstrate how their behaviour affects service level?

The level of sickness and/or attrition in my operation has increased

	Has there been a change in your operation over the last few months?
	Do you have enough staff to manage the workload?
	Are you constantly cancelling team meetings and/or training?
	Are you offering flexible contracts that meet your employee needs?
	Have you reviewed work patterns to offer a work life balance?
	Do you hold exit and return to work interviews?