Quality & Performance

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Resource Planning

Consulting & Training

Real Time & Adherence

Having a Resource Planning Team who forecast demand within target accuracy, and develop shift patterns to fit the demand as well as satisfy agent work life balance needs, will produce a plan.

This plan will only be as good as the managers responsible for making it work. Real Time or Intraday Teams can monitory call flows, AHT and agent adherence. Team Leaders are responsible for ensuring agents are where they should be, but do they all understand the ramifications of not working to the plan and responding to changing demands?

Do they have the skills and understanding required?

Real Time Team - do they:

	Understand the forecast drivers?
	Monitor forecast accuracy and taking action to deal with issues?
	Monitor schedule fit and feedback issues?
	Communicate non-adherence issues promptly and effectively?
	Have clear agreed process for managing unplanned peaks and troughs?
	Consistently implement standard processes to changing situations?
	All respond in the same way at the same trigger points?
	Have the information to make decisions about off line work requests?
	Feel empowered to make decisions to optimise service levels?
	Have the co-operation and support of operational management?

Team Leaders & Agents - do they:

	Understand what is expected of them during peaks and troughs?
	Respect the role of the Real Time team?
	Understand the need to respond promptly to Real Time requests?
	Understand the impact on service level of one agent not adhering?
	Understand the impact of misuse of "not ready/wrap" time and hold?
	Understand how increased handle times can mean they work more lates?
	Realise weekend absence can result in more weekends being scheduled?

The relationship between a Real Time function and the Team Leader population is critical to the effective management of Intraday performance, and this depends on understanding the challenges faced by each.

At cc consultancy we can help you educate your Real Time teams, Team Leaders and Agents on the impact of their behaviours, and how these affect their colleagues, the customer experience, service level and the cost to the business. We can also offer solutions to improve the relationships and increase levels of co-operation between Resource Planning/Real Time and the Operation.

Contact Information

Telephone:	01244 403666
FAX:	0845 869 5517
Email:	enquiries@ccconsultancy.net