ABSTRACT
This chapter considers the processes and working practices needed to effectively utilize resources, from planning and scheduling through to shift patterns and creating a plan for workforce management. Workforce planning is a key process in the operation of a successful, cost-effective contact centre. There needs to be a successful model for forecasting the contacts into the centre. The key factors for successful workforce management are: A good forecasting process, accurate analysis of contact patterns and demands, flexible shift working, Making adequate provision in the staff planning for holiday, sickness and off-phone time, and understanding the gap between staff required to handle contacts and the staff needed on the payroll, Incorporating breaks, lunches and off-phone time, Effective on-the-day control processes to deliver the plan, Effective use of software, where it exists and Intelligent use of management information to improve future schedules and to manage productivity of less efficient agents.
