wfmCheckUp

Assessment Center

Livebean Consulting will evaluate the effectiveness of your existing workforce planning and management function with our Workforce Management Checkup.

WFM checkup is a sub part of Contact Center Check up solution and focuses on the forecasting, staffing, scheduling, and real time management along with usage of WFM tools.

LiveBean WFM Checkup is an operational “house call” that includes an analysis of your call center’s WFM technologies, procedures, operational policies and personnel utilization.

We interview your frontline staff and supervisors, management team, and WFM specialists; monitor your WFM processes and systems; and examine your performance reports to make recommendations for improved utilization of the valuable staffing resource in your center.

This review identifies areas that are working well in addition to opportunities for improvement.

WFM Checkup Framework:

WFM Check up

What does the LiveBean WFM Checkup include?

Our comprehensive approach provides you with:
An overview of the current state of the call center’s WFM people, processes, and technology

A comparison between current operations and the vision identified to meet management objectives

A review of reasonable options for remedying the problems

Recommendations on how WFM can improve the overall performance of the center

How does it work?

LiveBean WFM Checkup begins with a conference call in which our consultants review your center’s overall strategy for customer contact management and identify specific concerns to be addressed in the analysis.

We keep you involved in every step. You are provided with a list of specific documents and information to be supplied to TCCS so that we can perform the initial analysis. This documentation typically includes the following:

Disaster recovery plans

Current WFM team staffing and roles

Current team schedules

WFM team training plan

Cost-per-call information

Value-per-call information

Identification of workload drivers

Priority list of outstanding problems

Anticipated changes in the near future

(technology, personnel, etc.)

Organization chart

Speed of answer goals

Vendor, model and version of ACD

Vendor, model and version of WFM tool

Call routing process documentation

Email/web handling processes

Outsourcers used

One week of representative ACD and WFM

data

Scheduling rules and/or restrictions

What will you will receive?

Upon receipt of the relevant available data, a specific date is scheduled for the site visit by the LiveBean consultants. The site visit typically includes 3-5 days of on-site observations and interviews by the LiveBean consultants. At the end of the site visit, LiveBean will meet with the appropriate members of the call center and WFM management team to report on preliminary findings. Within 7-10 days of the site visit, LiveBean will provide a written report summarizing the results of the review including short-, mid-, and long-term recommendations.

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