Personal LinkedIn Banner

Real-Time Adherence...To authorise or not to authorise?

Tim Wharfe 29-Aug-2019 10:30:25
0

 

What is Real-Time Adherence (RTA)?

Put simply, RTA is the constant and automated comparison between what an agent is scheduled to do and what they actually do.  The result of this is a percentage score.

RTA - To authorise or not to authoriseRTA makes visible if the agent went for lunch, breaks, meetings or any other activity at the time they were supposed to. 

If they don’t then the time outside of the scheduled time is counted as OOA (Out of Adherence).

E.g. Agent A gets a score of 93%. So, 7% of Agent A’s scheduled time was not adhered to (OOA).

 

Tolerance in RTA

Most Workforce Management solutions will allow a ‘tolerance’ for specified activities that have been scheduled.  For example, setting a 2-minute tolerance will not count the agent as being non-adherent for 2 minutes on either side of a scheduled activity.

Whereas this can sound like a good thing to do from the agent’s perspective, for a Workforce Management professional, it’s covering up the fact that the agent did not adhere to their schedule during specific times.

 

Authorisation in RTA

Within most RTA solutions, it is also possible to authorise instances of OOA.  Any time that that has been authorised will be added to the calculation and therefore will boost the score of the agent.

In some cases this can be justified.  What if an agent was scheduled for a meeting to start at 11:00 but the agent’s manager doesn’t collect the agent until 11:10?  Authorising the 10 minutes before, and therefore the 10 minutes at the end seems like the right thing to do.

 

Problem & Solution

Tolerances and authorisation cause problems for Workforce Management professionals.  The reason is this – it’s a lie.

By introducing tolerances and authorisation it makes possible for the contact centre to appear to have performed better than it actually did.

The solution to this is to make available 3 different calculations for users to view depending on their role in the contact centre.

 

In U-WFM, we offer 3 adherence calculations:

 

Straight – Did the agent adhere or not?  No tolerance or authorisation time is included.  This would typically be viewed by Workforce Management Professionals and possibly upper management.

Tolerance – Includes any tolerance allowances, but no authorised time.  Viewed by various levels of management.

Score – Includes any tolerances and authorised time.  Viewed by agents and the direct manager of the agents.

 

In the below example, the agent has a straight score of 7.56%, including tolerances 9.24% and when any authorisations are added, 89.92%.  With this example it's easy to see that the agent had an activity for a large portion of their day which has been authorised. 

 

Adherence Calculations

 

This can be cross referenced with a historical adherence view.  Below we can see that a period of time (in green) between 07:00-08:37 has been authorised.

 

Adherence History

 

Utilising these 3 calculations means that it’s possible for users of U-WFM to view information that is relevant to them, regardless of what their role is within the business.

 

RTA remains an essential contact centre reporting tool, if not sometimes underrated.  In a sea of contact centre metrics RTA is one of the few that agents can have a direct impact on – and also provides Workforce Management professionals on-demand feedback on performance trends, potential problems and future operational goals.

In short, get it right and it can have a significant impact to your contact centre performance.

 

To speak to us about RTA or any other aspect of Workforce Management, please click here to contact us and/or schedule a demo...

SCHEDULE A DEMO

 

Ten Warning Signs That You Need an Automated Workforce Management Solution

Matt Hughes 16-Apr-2019 12:31:09
0

Lola

 

 

Outgrown your 

in-house

Workforce          Management?

10 Contact Centre Warning Signs that it's time for Automation...>> 

 

Photo of Lola courtesy of @lola_chaz_anya_sandy

 

Part 1 of our blog series on justifying the case for Workforce Management focuses on the 10 telltale signs your contact centre is crying out for automation.

Is it time for your contact centre to make the move from spreadsheets or manual methods of forecasting and scheduling to an automated workforce management (wfm) application? Is your contact centre suffering from any of the below?

 

 Click here to read the full article...

 

U-WFM partners with Twilio

Matt Hughes 06-Dec-2018 07:00:12
0

Introducing our easy-to-use, Workforce Management in the Cloud to Twilio Flex - the first fully-programmable Contact Center Platform

 

Twilio Logo Red

 

 

 

 

Twilio Flex is a cloud-based contact center platform that's infinitely flexible and instantly deployable.  Flex delivers what you need to run a contact center out-of-the-box, allowing centers to deploy and customize discrete components to match exact business needs without deciding between build or buy.

 

At U-WFM we believe there is an easier way to deploy Workforce Management and make it accessible to all contact centers, regardless of size, aligning us perfectly with Twilio's infinitely flexible ethos. As one of the first cloud providers of WFM solutions we offer our Workforce Management platform as a 100% integrated cloud solution in Twilio Flex.

 

View our Twilio Showcase Page

 

Flex customers will quickly be able to navigate our easy-to-use, yet powerful Workforce Management Suite in the Cloud.

 

Sign Up & Start Building

Complete the short form below, for a 30-day free trial of U-WFM from within your Twilio Flex platform.  Unlike our competitors, in-person training and a welcome workshop are both included in our standard package.

 

 

  

U-WFM partners with Key IVR to deliver secure payment solutions to the contact centre

Matt Hughes 27-Nov-2018 11:03:29
0

 

U-WFM is pleased to announce its partnership with Key IVR, a provider of high-quality payment processing systems for contact centres.

 

Key IVR’s Agent Assisted Payments platform is helping contact centres reduce their costs of PCI Data Security Standard (PCI-DSS) compliance. Key IVR understands that processing card payments can be challenging and provides PCI compliant solutions that de-scope sensitive cardholder data from the business as well as the contact centre.

 

Click here to read full press release...

 

Steve Richardson-Frankton, Enterprise Sales Manager at Key IVR said, “We’re delighted to be working in partnership with U-WFM as both organisations have a combined ambition of providing the best technology solutions for contact centres. We’re looking forward to what the partnership will bring, presenting the market with an offering that will give them the competitive edge.”

 

For more information about Key IVR, visit their website: www.keyivr.com 

 

Ready to see the next generation of Cloud WFM?

Sign up for a solution demonstration:

SCHEDULE A DEMO

 

"Simplicity is the ultimate sophistication" -  But can it be applied to Workforce Management?

Matt Hughes 21-Nov-2018 13:35:40
0

 

An Insightful Event courtesy of the UK Contact Centre Forum (UKCCF)

 

Leonardo da Vinci is often referred to as a genius and reputed to have wisely stated that, “Simplicity is the ultimate sophistication.”  And yet 500 years later, with a wealth of technological advancements and experience, the modern-day telephony sector is still more complex than users would like. You don’t have to take my word for it...

 

 Click here to read the full article...

 

Next Generation of Cloud WFM for Contact Centres

Matt Hughes 18-Oct-2018 07:00:20
0

 

U-WFM is pleased to announce the availability of its next generation cloud workforce management software for all Contact Centres.

 

Bringing Competitive Advantage for all Contact Centres

U-WFM believes there is an easier way to deploy Workforce Management and make it accessible, affordable and available to all contact centres, regardless of size.  Designed as an easy-to-use, cloud-based platform, U-WFM provides the proven benefits of automated forecasting and scheduling for the entire contact centre workforce. 

 

The Next Generation of Easy to Use Workforce Management in the Cloud

U-WFM offers their Workforce Management platform as a 100% cloud, OPEX based solution with zero capital outlay and technology hassle. This allows customers to immediately become more effective, efficient and economic on a pay-as-you-go basis, but still benefit from a premium Workforce Management solution. 

As one of the first cloud providers of WFM solutions, U-WFM’s flexible service models allow customers to unlock a real competitive edge by having access to the latest Workforce Management software and experts, straight to the heart of their operations. This has enabled many centres to deliver the optimal service and customer experience which previously they would have been unlikely to budget for or achieve.  U-WFM delivers the solution directly to where it is needed, expects only to be paid for what customers use, and when they use it.

 

The U-WFM Difference

  • Uniquely, there are no exclusions to the capabilities of the U-WFM solution, with customers gaining full access to the complete U-WFM cloud suite. U-WFM’s mantra being that all customers benefit, all of the time. 
  • Unlike competitors, in the standard “most popular” option U-WFM delivers in-person training and a welcome workshop at no additional cost. The focus being on customers’ success.
  • U-WFM offers 3 customer packages, all customisable, but offered at the same single transparent price for full access to the system and its features.   

Click here to read full press release...

 

Ready to see the next generation of Cloud WFM?

Sign up for a solution demonstration:

SCHEDULE A DEMO

 

What is WFM?

Christine Chapman 30-Apr-2018 13:01:36
0

 

Definition

WFM stands for Workforce Management, but what does that mean? In a nutshell, it’s the job of getting the right agents, with the right skill in the right place at the right time. Workforce Optimisation is another term, which just takes the planning of your resources (staff) to another level, but in essence it is all Resource Planning.

 

Overview

If you are asking the question, then you are probably working in a call centre that hasn’t invested six figure sums in purchasing software to forecast how many calls are going to arrive each 15-minute interval of every day, automatically schedule flexible shifts for agents to work to meet demand, and track what those agents are doing during their shift. That said, you are probably doing all these tasks in some shape or form, but perhaps it is time for you to take a breath and think about how you approach the job of Resource Planning, and whether, before long, you may benefit from acquiring a cloud-based solution to make the job easier, such as U-WFM.

Continual process of Workforce Management

What is WFM

The WFM function can initially be divided into 3 functions:

  • Forecasting
  • Scheduling
  • Real-Time

It is the glue that binds together the 3 main perspectives of call centre management:

  • the customer
  • the staff
  • the bottom line

Good resource planning will ensure that there are enough agents on the phone to deliver a good customer experience. This in turn balances the workload of the agents, so they should neither be too quiet or too busy. The result being an efficient operation, with costs managed effectively, good customer retention/satisfaction and a happy workforce.

It is often said that WFM is both an art and a science, mathematics and algorithms play a major part in a sophisticated forecasting model, but without the common sense and business knowledge of someone who understands your company and how it operates, this will fall short of the accuracy you need to run an efficient call centre. The human element is as important as fancy footwork in Excel or WFM software, and that is where the art comes into it.

Click here to read full article...

Interested in a free trial of U-WFM?

SIGN UP FOR FREE TRIAL

WFM Recommended Process

Tim Wharfe 18-Apr-2018 18:37:29
0

 

Introduction

When the dust settles after the implementation of a new Workforce Management system, one of the most common queries is not actually about the software at all. It is about the how and when of going from nothing to a finalised schedule.

This blog will be going through a recommended process that WFM Administrators and Resource Planners can follow in order to give everyone, business and agents the best from your hard work.

 

Process Cycle

There is a well defined basic process cycle that WFM Administrators generally follow.

WFM Basic Process

1. Forecast – Using the most recent historical information

2. Schedule – Create a new schedule from rules already in Workforce Management

3. Manage – Intraday management of the schedule

4. Analyse – Use most recent data to feed back to forecasting

 

Reasons for Process

Most businesses will want to give agents schedules a certain number of weeks in advance. This allows agents to plan their lives and maintain a healthy work/life balance. This is normally done in rolling weeks. Every week, a new week is released to agents maintaining the same length of future visibility at all times.

It is important to get the number of future weeks published right. If there is not enough, agents will not be happy. If there are too many, any changes to schedules, especially due to leavers or new starters will require the WFM administrator to re-schedule more than they would otherwise need to, increasing their workload.

Typically, although by no means a rule, agents receive around 4 weeks notice of their upcoming shifts. The length of shift notice does differ across businesses.

For these reasons it is important to robustly stick to a well defined process and follow it through consistently.

 

Recommended Process Table

For this example, we will be assuming that agents are receiving 4 weeks notice for their schedule and also using 4 weeks of historical data to build a forecast.

The below table shows a timeline spanning 11 weeks in total. 6 weeks in the past, the current week and 4 weeks in to the future.

 

WFM Process Table

The below process covers what should be worked by the WFM administrator every week.

This Week

  • Offline entry and minor schedule adjustments as required
  • Reforecast week utilising most recent historical data
  • Reschedule agents. As shifts were locked previously, only breaks and lunches may be changed
  • Republish
  • Enter offline activities as known. No forecasting or re-scheduling is required as both these weeks already have a forecast and schedules where shifts, but not breaks and lunches are locked
  • Create new forecast
  • Create new schedule
  • Lock shifts, but not breaks and lunches
  • Publish

Week 1 (next week)

  • Reforecast week utilising most recent historical data
  • Reschedule agents. As shifts were locked previously, only breaks and lunches may be changed
  • Republish

Week 2 & 3

  • Enter offline activities as known. No forecasting or re-scheduling is required as both these weeks already have a forecast and schedules where shifts, but not breaks and lunches are locked

Week 4

  • Create new forecast
  • Create new schedule
  • Lock shifts, but not breaks and lunches
  • Publish

If the above process is followed every week for each of the relative weeks in the future, agents will have a consistent view of their shifts and the business will have greater visibility of their expected results.

U-WFM offers free trials of our cloud based Workforce Management Solution

SIGN UP FOR FREE TRIAL