    
   
Your employees are both your greatest asset and your
greatest overhead.
Managing them more effectively will have a major
impact on:
 |
your bottom line |
|
employee morale |
| customer satisfaction |
No matter what kind of operation you
are running, it is important that you are paying sufficient attention to the
needs of your employees and the regulations regarding flexible working, to
ensure that you are working together as a motivated and enthusiastic team to
meet your business goals. Resource Planning is a complex task
balancing the needs of the business with those of the staff, listed below are
the areas where cc consultancy
can provide support and help you improve your performance:
|
Forecasting workload demand |
|
Skills gap analysis |
|
Establishing when staff are available |
|
Scheduling to meet business and staff
requirements / work life balance |
|
Scheduling off-line work such as training |
|
Measuring absence and other off-line
activities |
|
Optimising resources to ensure
that your business is run efficiently & effectively |
|
Introducing flexibility to your working
practices |
Contact
Centre Forecasting & Scheduling Deliverables
|
Improved Scheduling Effectiveness
& Work Life Balance
 |
Improved
forecasting and scheduling practices |
|
Introduce
creative solutions while balancing the needs of the business and the
staff |
|
Effective
implementation of schedule changes to ensure staff buy-in and support
through robust communication strategy
|
|
|
Improved
Agent Adherence
|
Increase
awareness of the importance of adherence |
|
Educate
on the impact behaviours have on colleagues and customers |
|
Increase
understanding of how their actions determine the shifts they are
scheduled
|
|
|
Increased Operational Efficiency
|
Reduced overtime costs |
|
Reduced training and recruitment costs |
|
Reduced attrition |
|
Increased productivity
|
|
Improved
adherence to schedule |
|
|
Improved Employee Satisfaction
|
Empowerment and involvement in schedule change process |
|
Greater understanding of business needs and their
contribution. |
|
Motivated and enthusiastic team
focused on business
objective
|
|
|
Improved Customer Service
|
Increased customer satisfaction |
|
Contacts answered within target service level |
|
First time resolution |
|
Increased revenue
|
|
Flexible Working
Deliverables
Whether it be annualised hours, coverage for increased operational working hours
or meeting a change in business demand, we can offer advice and support in
designing and implementing changes
within your existing team and in the recruitment of additional employees.
| Introducing Flexibility to your existing workforce
| clarify needs of the business |
| establish staff requirements |
| change management |
| communicate business needs to workforce |
| get buy-in to changes through consultation |
| ensure compliance with regulatory requirements |
| achieve a compromise solution that secures the optimal
result |
|
Contact
Information
| 
Contact
Centre