[PPT] - The Best Kept Secrets of WFM Sponsored by The Classic Schedule PowerPoint Presentation

SLIDE 1

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The Best Kept Secrets of WFM

WEBINAR

SLIDE 2

The Classic Schedule Problem

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SLIDE 3

Where Possible use 15 Minute Reporting Intervals

Beware of “Overhang” AHT should not exceed 50% of the reporting period Reporting period Maximum AHT 15 minutes 450 Seconds (7.5 Minutes) 30 minutes 900 Seconds (15 Minutes) (May also be limited by the outputs of your ACD system)

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SLIDE 4

Call arrivals bunch up around the hour

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SLIDE 5

Move Breaks to the 15 Minute Mark

Where possible try to move lunch breaks to this period

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SLIDE 6

The shifts are like LEGO blocks

Staggered shifts are a great way to deal with the build up of traffic volumes

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SLIDE 7

Use Staggered Shifts To Match Contact Arrival

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SLIDE 8

AHT Varies Across the Shift

Advisors are Freshest in the Morning

Advisors are Tired
Customers at Home

(Can Talk Longer) Drop off at End

f Shift

Graph –

Courtesy of Philip Stubbs, Drakelow Consulting

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SLIDE 9

Take Advisors off the Phone Before End of Shift

Phone Call Scheduled Shift 7:30 8:00 Phone Call Phone Call Admin/ Training Stops Calls Getting Cut-Off Early

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Close the Contact Centre 30 minutes Before the End of the Last Shift

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SLIDE 10

Maximum Occupancy – Do not Exceed 85%

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Higher than 85% Occupancy Leads to Employee Burnout and Higher Attrition If you have higher than 85% Occupancy you will probably find it is hidden in your AHT

Tired advisors take longer to answer calls
Wrap Time increases to give thinking time
Advisors use wrap time to give themselves

breaks

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SLIDE 11

The Classic Schedule Problem

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