Workforce Management Services

Next Level Performance.

Our organization’s workforce management process is designed to optimize the performance and productivity of our employees. We utilize various data points to ensure that the process is efficient and effective, ultimately benefiting the organization as a whole.

Maximizing Productivity.

Forcasting

We plan and budget for our workforce carefully. We create long-term forecasts for 13 months to prepare for busy times and we use NICE software for short-term forecasts to create schedules for our agents. We use various data sets to make our forecasts accurate while we track actual volumes and staffing to make sure our forecasts are correct. We adjust our plans weekly to match changes in volume and handle times. Our specialists create a plan for how many people we need at each site. We use this information to plan HR and training, and to decide where to expand.

Capacity Plan & Staffing

We use NICE to plan our staffing and budget for the future. We look at data like volume projections, contact patterns, and handle time to make accurate predictions for the next 13 months. We also consider upcoming events and our long-term business strategy. We track actual contact volume and staffing levels to make sure our predictions are correct. Once we have our predictions, we use them to plan our recruitment and training.

Scheduling

After the forecasts are agreed upon, our team of Schedulers creates schedules for our agents to match the forecast. This helps us provide the best customer experience while also considering individual agent preferences, such as car sharing and child care. We also factor in shrinkage, like annual leave and training, and try to plan ahead for these activities. The finalized schedules are released at least 4 weeks in advance to allow agents to plan ahead. We value the welfare of our agents as much as our customers and are committed to being a helpful, fair, and safe company.

Tracking

To ensure that we are staying on track and meeting our goals, it’s important to regularly compare our targets and planned schedules with actual data. This will help us identify any areas where we may be falling behind or exceeding expectations, and make adjustments as needed. Additionally, we should also monitor employee adherence to the projections and plans. By doing so, we can ensure that everyone is working towards the same goals and contributing to the overall success of the project.

RTM

Making sure we provide the best service in the most efficient way is really important to us. We use a system called Avaya CMS to monitor what our team is doing in real time. This helps us see if they’re doing what they’re supposed to be doing according to their schedule. Our managers can use this information to make quick decisions about what to do next. We also look at past data to help our advisors do better in the future. Our managers can see how well everyone is sticking to their schedule, and use this to help people improve. This is an important part of our site culture.

Workforce Management

Transcom have a specialist Workforce Management team located in our Shared Service Centre of Excellence in Vilnius, Estonia. This team will create predictive models that ensure accurate resource planning from an annualized/ monthly level down to 30 minute intervals. Should information arise which demands a change in forecasting, rapid corrective action can be undertaken. Our focus on accurate forecasting, detailed scheduling and effective real time management has resulted in tangible benefits to our operations:

An efficient and cost effective service – we make sure we achieve the most efficient service for you by maximizing agent adherence
Making the recruitment process targeted and accurate – our forecasting process feeds directly into the weekly recruitment plan, ensuring we recruit the correct number of agents to meet your needs
Enhancing on-going training and coaching opportunities – in addition to planned training and coaching sessions, we maximize all opportunities for training during quieter periods
Planning agent offline/back office work – We ensure that any offline work that is required is completed in quiet periods, which are identified through the forecasting and scheduling process
Reduce agent fatigue/attrition – We ensure all our agents have appropriate gaps between shifts, and suitable breaks whilst on shift. This allows agents to recuperate and so provide continuous quality. This improves agent satisfaction and reduces attrition.
Creative Scheduling – we can be extremely creative in our creation of agent schedules, utilizing a mixture of full-time, part-time agents across a variety of rosters involving long shifts and short shifts where needed. The rosters aim to achieve an optimal and mutually beneficial balance between agent satisfaction and service delivery.
Reduce agent absenteeism – We know our agents. So for example, if 2 agents car share, we will ensure they are on the same shift. If we know agents have child care requirements, we will manage the scheduling process around that agent requirement.

Forecasting & Capacity Planning

We create long term forecasts 13 months forecasts to enable long term workforce planning and budgetary forecasting. Using NICE workforce planning software, we create short term 4-6 week interval forecasts which are then used to create agent schedules. We incorporate multiple data sets, such as volume projections, day-of-week distribution patterns, interval-level distribution patterns, overall contact volumes, and average handle time.

Key inputs into the forecasting process include:

Any anticipated volume drivers in the following 13 months including seasonal peaks, sports events, anniversaries etc
Historical event and incident logs
Future planned Marketing and Sales activities
Long term business strategy

We assess the accuracy of our forecasts by comparing them to actual contact volumes, AHT, and actual staffing compared to the required. These are tracked and measured at a 15 minute interval level. Projections are recalculated weekly to enable staffing optimisation in line with changes in contact volumes and/or average handle times.

Once contact forecasts have been created, our WFM specialists create a capacity plan, by translating the forecast volumes into an FTE requirement by site. On top of this is overlaid existing FTE numbers of the account and physical capacity at the site. This feeds into HR’s recruitment and training plans and site/expansion strategy discussions.

Workforce

Optimization

Next Level Performance.

Maximizing Productivity.

Forcasting

Capacity Plan & Staffing

Scheduling

Tracking

RTM

Workforce Management

Forecasting & Capacity Planning

Scheduling

Schedule adherence/ RTM