Document And Adjust Data for System Disruptions

One of the key tasks of a workforce planner is creating an accurate call volume forecast to ensure proper staffing. One item that can be a nightmare in your contact center is system disruptions, which can prevent your agents from doing their jobs. However, when system access is not available for inquiry or transactional purposes, you as a workforce planner should account for this “unplanned event” in your future forecasting model.  

During the system disruption, average handle times can be lower due to the lack of system access. Adjust your model and any agent performance report to account for this time.  Your agents are asking the callers to call back at a later time in the day or the next day which creates a multiple contact, dissatisfaction from the caller, and frustration from the agent. Look at the volume of calls handled during that system downtime to gauge the number of calls you need to smooth in your model.

Each system disruption should be clearly documented with specific metrics such as length of time and error codes which can be logged for future reference to track trends. Partner with your IT counterparts to go over technology issues and concerns and show them the impact on the center on a regular basis. Although these disruptions may occur on an infrequent basis, their impact on your center may linger for days.

Be Creative With Flexible Scheduling Options

In the ever-moving business of contact centers, we are always looking for ways to be creative with our scheduling flexibility that not only allows Workforce Management the ability to meet customer demands, but also allows our Team Members (TMs) a good work/life balance. Here are a few scheduling options we have found beneficial in our contact centers.

Schedule Options

• Flex Requests: TMs can opt to start their shift earlier or later based on business needs.
• Make up Time: TMs can choose to make up time during the pay period based on business needs.
• VTO Increments: TMs have the option of taking multiple VTO requests throughout the day in 15-minute increments or can opt to take full day VTO if available.
• Shift Give Away: TMs can give a one-day shift away to another TM with the same skill set.
• Schedule Trades: TMs can perform a day trade with any other TM at another site, as long as they. have the same skill set. For In-house TMs, hours traded must fall within the facility operating hours.
• Overtime: TMs can work extra hours and earn overtime pay based on business needs.
• Shift Bids: TMs participate in an annual bid process and are awarded a new schedule based on their performance ranking.
• Mini Bids: TMs have the option to change schedules in between the major Shift Bid by participating in a voluntary Mini Bid Process.

Keep or Create Schedules: TMs that are ranked in the top 20% of their schedule group are exempt from shift bidding and can create their work schedule including the times they would like to take their breaks and lunch.

Note:  This tip is provided by SWPP Board Member Kirwyn Adderley and SWPP Member Julie Bradshaw of Walgreens.  They may be reached at ki*************@*******ns.com and Ju************@*******ns.com.    

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