Workforce Management |
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Contact Center management very often find itself struggling with dipping service levels , customer satisfaction & employee morale on one hand and increasing cost, loss of revenue & poor resource utilization on the other. These problems more often than not have origin in the Workforce Management function. LiveBean Workforce Management Solution helps your organisation design and deploy key elements of WFM i.e. forecasting, staffing, scheduling and real time management to ensure that KPIs are consistently met, employee morale stays high and leakage in cost and revenue are eliminated.
Workforce Management Framework |
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Services — Consulting |
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What does WFM Consulting Solutions cover?
WFM Strategy: WFM Strategy; WFM Organization Structure; Job Profiles and Work Allocation; WFM Tools
Forecasting: Long, Mid and Short Term Forecasting; Judgmental and Quantitative; Event and Driver Driven; Day of Week Factors; Time of Day Patterns
Staffing: Erlang C and Simulation; Skilled and Pooled Staffing; Base Staff Calculations; Staffing Trade Offs; Staffing Requirements
Scheduling: Scheduling Principles; Rostered Staff Factor; FTE Calculation; Scheduling Considerations; Schedule Adherence; Staffing Strategies
Real Time Management and Recovery
How does it work?
Discover: LiveBean WFM consulting begin with Discover phase in which we understand your organizational objectives for call center and consequent service level requirements. We then understand the as is state of WFM functions. Output of Discover phase is a management readout (conducted at the end of site visit) followed by a detailed as-is report which is sent within seven days of site visit completion. The detailed report also includes hard financial saving numbers that your organization could achieve by deploying correct WFM practices.
Design: Discover phase gives us the complete insight of your as-is WFM function. As-is function is then mapped with best in class and gaps identified. These gaps are then plugged by designing processes meant for best in class WFM function. Design work is typically done offsite with continuous inputs from your team through interactive conference calls.
Deploy: Once design of WFM function is complete we along with your team conduct a pilot rollout of newly developed WFM processes. Feedback is incorporated into the newly designed function and full scale deployment done. Deploy phase also includes training & transfer on knowledge to your key staff.
Evaluate: Post three months of Deploy Phase we evaluate the performance of WFM function along with your organization’s leadership team to see that the benefits from WFM function are tapped and direct impact to bottom line achieved. |
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