I recently conducted a survey from a group of WFM peers and wanted to share a quick summary from our recent discussion on how different organizations are handling outbound calls in their workforce planning models. This topic is becoming increasingly relevant as we expand outbound activity within our own teams.
Key Challenge:
As outbound call time increases, the question arises: should it be treated as shrinkage or forecasted workload?
Tip:
If outbound activity is regular and impactful, consider modeling it as a separate work stream rather than shrinkage. This improves forecasting accuracy and aligns better with business goals.
Insights from the Group:
Suggested Approach for Us:
I hope you find this insight as valuable as I did!
Note: This week’s tip is provided by SWPP Member Jason Hilliard of PetSafe. He can be reached at jhilliard@petsafebrands.com.
