Call Center Scheduling Featured Article
March 05, 2010
How is Schedule Adherence Impacting Your Call Center Revenues?
Let's assume that each call center agent is out of schedule -- shrinkage -- 20 minutes per day. Let's assume you can reduce this by 10 minutes, that results in thousands of dollars saved, based on the assumption that each agent generates revenues.
That's workforce management, and that's particularly a scheduling issue, specifically schedule adherence. Monet WFM Live is one product that's been developed to address this.
'Call centers that use Monet WFM Live start improving services levels and reducing center costs within days,' company officials claim, 'all without the upfront expenses and IT requirements of traditional software.'
It's a quick bang for the buck tool, as 'Monet WFM Live delivers costs savings within weeks,' company officials say, adding that the Monet Workforce Management product will produce measurable improvements, and listed a few categories where this could happen.
More efficient scheduling and agent usage is one. The savings there are 'associated with more efficient scheduling include reducing overall staff hours, need for overtime and identification of overstaffing,' company officials say, claiming that call centers using WFM systems 'generally experience a minimum reduction of 2 percent of staff hours with an average potential savings in the 5 to 10 percent range.'
Automation of scheduling tasks is another: 'Manual or Excel-based spreadsheet forecasting and scheduling consumes much of a supervisor's time. With WFM it is generally expected that at least 25 percent of the time, currently devoted to manual input, can be saved.'
Reduction in workforce shrinkage is another area where you might see some improvements. 'Many hours of work time are wasted due to excessive non-productive interruptions,' company officials note, which no doubt anybody would agree with. In fact, we see much of that around here. At any rate, 'a WFM system can provide historical and real-time information on agent schedule adherence and exceptions, for better management and staffing, reducing workforce shrinkage by 10 to 20 minutes per agent per day.'
That's workforce management, and that's particularly a scheduling issue, specifically schedule adherence. Monet WFM Live is one product that's been developed to address this.
'Call centers that use Monet WFM Live start improving services levels and reducing center costs within days,' company officials claim, 'all without the upfront expenses and IT requirements of traditional software.'
It's a quick bang for the buck tool, as 'Monet WFM Live delivers costs savings within weeks,' company officials say, adding that the Monet Workforce Management product will produce measurable improvements, and listed a few categories where this could happen.
More efficient scheduling and agent usage is one. The savings there are 'associated with more efficient scheduling include reducing overall staff hours, need for overtime and identification of overstaffing,' company officials say, claiming that call centers using WFM systems 'generally experience a minimum reduction of 2 percent of staff hours with an average potential savings in the 5 to 10 percent range.'
Automation of scheduling tasks is another: 'Manual or Excel-based spreadsheet forecasting and scheduling consumes much of a supervisor's time. With WFM it is generally expected that at least 25 percent of the time, currently devoted to manual input, can be saved.'
Reduction in workforce shrinkage is another area where you might see some improvements. 'Many hours of work time are wasted due to excessive non-productive interruptions,' company officials note, which no doubt anybody would agree with. In fact, we see much of that around here. At any rate, 'a WFM system can provide historical and real-time information on agent schedule adherence and exceptions, for better management and staffing, reducing workforce shrinkage by 10 to 20 minutes per agent per day.'
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Patrick Barnard