Workforce Management and Modeling (WFM)

Workforce Management and Modeling (WFM)

It becomes easier to achieve goals when call forecasting models are constructed correctly, shift plans are made effectively and accurately, and productivity is managed correctly.
 
In this program, we apply a detailed forecast model (monthly, weekly, daily, and interval) to ensure the realization of call forecasts. We also calculate the required human resource for the targeted service level. Thus, institutions increase their efficiency by managing their workforces more effectively.
 
Within the program's scope, we first examine the forecasting models with a detailed examination and analysis of your Contact Center.
We identify the capacity and schedule approach and models; evaluate real-time monitoring models. We analyze workforce reduction – shrinkage and use of the available human resource.
We create call forwarding strategies (skill structuring). We provide detailed information on growth plans and planned new technologies.

At the end of the program:

  • We create a minimum one-year forecast model on a monthly, weekly, daily, and interval basis.
  • We set up the necessary resource calculation for the targeted "Service Level" and create shift plans (including the planning of breaks and meals) daily and at intervals according to these plans.
  • We provide a list of recommendations about the areas of improvement in the available shrinkage data.
  • We make recommendations on the effective use of existing human resources and technology (routing).
  • We make the necessary workforce (capacity) calculations after the improvement areas.
  • We offer two standard reports for tracking operational data.
  • We offer complete planning management and call management procedures.
  • We are preparing a presentation where all recommendations are placed in a matrix of "impact level" (low – medium-high) and "speed of implementation" (slow – medium – fast).

UNIQ Training and Consultancy Services