Workforce Management

Last week we looked at one of the area that is becoming crucial for any business and that is business analytics. One way data can be used is for workforce management. Which is what we are going to go into this week! We will start as usual with an introduction. Later this week I want to discuss KPI:s. How the use of them might not give you the full view. Especially not over how well your agents are doing. We fill finish this week with my introduction to the customer success package I’ve been working on for a long time now. Blood sweat and tears have gone into it. I’m very excited to tell you all about it!

In a customer service or call center a majority of the budget goes to having agents. Knowing that helps you to really understand what a shaky border you are trying to balance with analytics! If the data is wrong, or the analysis is wrong, everything becomes wrong. But we have discussed expectations in earlier blog posts and it’s equally crucial here.

In science you work with data models all the time, and models are a fundamental part of analytics. You can always expect a data model to be wrong in one way or another. To add to that we are also dealing with a very unpredictable environment. So all you can expect is a hint in the right direction.

Workforce Management – Occupancy

Another very interesting aspect to workforce management is occupancy. Every team leader of a customer service have calculated on their teams occupancy on some occasions. The interesting part is how hard team leaders are pushing their agents to get a high occupancy depending on where in the world they are. In the US you can expect to see occupancy numbers over 75%. Still you will see the Service Level on an acceptable level. But in Sweden, if you see occupancy levels that exceed 30 or 40%, then you can expect low Service Level numbers. How can cultural differences affect productivity this much?

Know there are cultural differences in customer service, and service in general, should affect how you interpret articles about customer service efficiency. Most of the articles you find online are American, where the pressure is expected to be higher. So when these articles say that your occupancy level should be towards 80% remember is might not work in your culture. Also remember that efficiency is not everything. What are your goals for your customer service? Focus on those and don’t compare your efforts to your competitor. Do what you do the best you can.

Anna Itzel - marketing manager at connectel
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