Are you a contact center supervisor who is constantly asking the daily question, “Where is everybody”? And that’s in addition to the agents who have approved PTO or called in sick. These are the agents who come to work late, don’t take assigned breaks or lunches, and quite frankly just don’t work to the assigned plan. Welcome to a contact center’s daily dilemma – agent adherence.
Intraday Management – Part I
What exactly is intraday management and why is it critical to contact center operations? Creating a solid forecast and building schedules is only the beginning of the workforce management cycle. Intraday management is the art of anticipating, monitoring, and identifying daily potential staffing risks. This
No matter the size of your contact center, you will always have the task of making sure you have enough call representatives, or agents, to handle the call load. The art of successful workforce management (WFM) is understanding the basic process of forecasting and scheduling. The truth is in the numbers, both physical and financial – too few agents, and your customer satisfaction bottoms out – too many agents, and your payroll is too high. In fact, labor costs account for more than 70% of your contact center budget, so you can see how important accurate forecasting and scheduling becomes.
Companies are no longer being defined by their products and services but by the way that customers experience them. As the primary point of entry for many consumer interactions, contact center agents are uniquely situated to influence customer satisfaction and customer loyalty. However, while turnover rates vary from one contact center to the next, on average contact centers experience turnover rates between 30 – 45 percent. Not only can agent turnover impact the customer experience, it’s expensive! Studies show that employee turnover costs an organization at least 25-30 percent of the benefits and salary for a vacated position.