Call center Management. Chapter 7. Calculating shrinkage and making schedules. Chapter7 1

Size: px
Start display at page:

Download "Call center Management. Chapter 7. Calculating shrinkage and making schedules. Chapter7 1"

Transcription

1 Call center Management Chapter 7 Calculating shrinkage and making schedules Chapter7 1

2 Calculating shrinkage and making schedules Scheduling is a Complex area in today s world. Modern call centers support a lot more products than they did in the past. Technology has automated many simple Transactions The core object of staffing and scheduling remains the same to get the right people. Shrinkage is the calculation of the actual rostered factor Chapter7 2

3 Calculating shrinkage and making schedules If one perspective is taken, a schedule is a high level Forecast. The scheduling incorporates all of the previous planning steps and Predicts who needs to be where. A schedule that accurately matches agents to work load is a good. The calculation of the Base staff is very essential. The schedules need to reflect the changes in the Workload Chapter7 3

4 Scheduling Challenge Step1: Choosing the service level Step2: Acquiring necessary planning data. Step3: Forecasting the work load step4 : Calculating base staff Step5: Calculating trunk required Chapter7 4

5 Scheduling Challenge Thank you for holding our rep are either taking a break having lunch Rebooting their computer Making personal calls On vacation Sick In training Doing after call work Taking to other callers Your call is important to us. Please continue to hold Chapter7 5

6 Taking shrinkage into consideration At times the rep. needs to do after call work after answering the calls of the customers Some call center managers incorrectly add a fixed percentage to their Base staff The things that keep the staff off the phone Fluctuate throughout the day. The rostered staff factor is also called as the overlay factor The rostered factor is a Numerical that needs to be calculated Chapter7 6

7 Taking shrinkage into consideration The calculation for the rostering happens after the Base is calculated. The term RSF was first used by the Airlines industry. The calculation of the shrink factor is a variant of the forecasting procedure RSF = On Schedule / On phone The shrinkage factor is calculated in 5 steps Chapter7 7

8 Taking shrinkage into consideration Step1: Enter the base staff required at half hour intervals Step2 : Identifying the things that routinely keep agents off the phones: Step3: Add base staff to the number of reps that will be off the phone for each half an hour Calculate shrink factor Use the shrink factors when organizing future schedules Chapter7 8

9 Taking shrinkage into consideration It is necessary to identify the things that Routinely keep the agents of the phone The on-schedule column is the sum of the Entries in the previous columns by half an hour in the context of the shrinkage calculations The usage of the shrink factors is useful when organizing the Future schedules. Absenteeism can be forecasted but a major illness cannot be forecasted Absenteeism like other factors needs to be anticipated for specific times of the day Chapter7 9

10 Inclusions It is necessary to identify the things that Routinely keep the agents of the phone The on-schedule column is the sum of the Entries in the previous columns by half an hour in the context of the shrinkage calculations The usage of the shrink factors is useful when organizing the Future schedules. Absenteeism can be forecasted but a major illness cannot be forecasted Absenteeism like other factors needs to be anticipated for specific times of the day Chapter7 10

11 Approaches to Scheduling Strategies such as Staggered schedules and part time agents mean that absenteeism will vary by the time of the day. If the training happens in Predictable proportions to the staff required on the phones, it can be included. The aspect of planning involves identifying the feasible scheduling approaches. The Staggered shifts are required until the center is fully staffed for the busy mid-morning traffic It is very essential to Forecast and plan the regular nonphone work Chapter7 11

12 Approaches to Scheduling It is essential to have Internal part-timers. It is very essential to forecast the non-phone activities. The agents assigned to the part-time duties can act as Reinforcements. It is a very good option to offer Concentrated shifts. Short, easy calls are the Tougher and more tedious to handle for long hours Chapter7 12

13 Approaches to Scheduling No additional Training is required and many agents volunteer for extra work. Overtime can be Expensive as an ongoing activity. In the initial start of the call center setup it is necessary to keep the best service level and it can be sacrificed at any costs If the schedules are made very much in advance, they might become more Inefficient If a shorter time frame is used, the scheduling might become less Popular Chapter7 13

14 Approaches to Scheduling No additional Training is required and many agents volunteer for extra work. Overtime can be Expensive as an ongoing activity. In the initial start of the call center setup it is necessary to keep the best service level and it can be sacrificed at any costs If the schedules are made very much in advance, they might become more Inefficient If a shorter time frame is used, the scheduling might become less Popular Chapter7 14

15 Bringing it all together Restrictions on the part-time staff, hours worked and overtime pay will have an impact on the alternatives that can be used. Traditionally scheduling has been working towards matching the schedules with the inbound call load As there are more types of works to handle, many call centers are using an Envelope approach The scheduling software can be big help in generating schedules according to established Parameters. Staffing and scheduling is an art, which takes time. Chapter7 15

16 Calculating shrinkage and making schedules End Of Chapter 7 Chapter7 16

Quality Information and Referral Service Delivery

Quality Information and Referral Service Delivery Quality Information and Referral Service Delivery Managing High Call Volume Bernice Hutchinson National Aging I&R Support Center National Association of State Units on Aging Washington, DC June 2008 Access

More information

Annualised hours policy

Annualised hours policy Annualised hours policy This policy may form part of your contract of employment (depending on the wording in your written statement of terms and conditions). The councils are entitled to introduce minor

More information

Call Center Workforce Management Competency Definitions

Call Center Workforce Management Competency Definitions Call Center Workforce Management s Contact center management professionals pursuing certification will demonstrate an understanding of the principles that form the foundation of these competencies and

More information

Everything you need to know about call center service level. talkdesk www.talkdesk.com // 2

Everything you need to know about call center service level. talkdesk www.talkdesk.com // 2 // 2 // table of contents // INTRODUCTION // 04 01 // Selecting a Service Level Objective // 08 02 // Calculating Service Level // 17 03 // Causes of Low Service Level // 26 04 // How to Enhance Service

More information

Call Center Workforce Management Competency Definition Outlines

Call Center Workforce Management Competency Definition Outlines Call Center Workforce Management Competency Definition Outlines Workforce Management The purpose of this document is to provide definition around the Call Center Management Competencies for the Workforce

More information

Rule-based Traffic Management for Inbound Call Centers

Rule-based Traffic Management for Inbound Call Centers Vrije Universiteit Amsterdam Research Paper Business Analytics Rule-based Traffic Management for Inbound Call Centers Auteur: Tim Steinkuhler Supervisor: Prof. Dr. Ger Koole October 7, 2014 Contents Preface

More information

ASSOCIATED STUDENTS, INCORPORATED CALIFORNIA STATE UNIVERSITY, LONG BEACH DATE REVISED: 12/10/2008 PURPOSE... 1 POLICY STATEMENT...

ASSOCIATED STUDENTS, INCORPORATED CALIFORNIA STATE UNIVERSITY, LONG BEACH DATE REVISED: 12/10/2008 PURPOSE... 1 POLICY STATEMENT... Employee Attendance PURPOSE... 1 POLICY STATEMENT... 2 WHO SHOULD KNOW THIS POLICY... 2 DEFINITIONS... 2 REGULATIONS... 3 1.0 OFFICE HOURS... 3 1.1 Flexible Scheduling... 3 2.0 EMPLOYEE WORK SHIFTS...

More information

Exceptions Policy: Effective Schedule Management

Exceptions Policy: Effective Schedule Management Exceptions Policy: Effective Schedule Management Rebecca Wise Abstract So much energy goes into creating a daily plan for meeting contact center objectives only to be wasted when the plan is not followed

More information

Call Center Metrics: Glossary of Terms

Call Center Metrics: Glossary of Terms Call Center Metrics: Glossary of Terms A. abandoned call. A call or other type of contact that has been offered into a communications network or telephone system but is terminated by the person originating

More information

Agent shrinkage calculations for T-Calc(PhoneCalc) and T-Plan Version 2.0

Agent shrinkage calculations for T-Calc(PhoneCalc) and T-Plan Version 2.0 Agent shrinkage calculations for T-Calc(PhoneCalc) and T-Plan Version 2.0 Michael Tanner, Mitan Ltd., CMath, FIMA 29/March/2012 Copyright Mitan Ltd. 2012 Abstract This document describes the framework,

More information

Report samples. Copyright Akixi Limited, All Rights Reserved

Report samples. Copyright Akixi Limited, All Rights Reserved Report samples Akixi 1000, the Dashboard On Your Business...2 Historical Call List...3 Where can I see details of each call made or received and search for specific calls by criteria?...3 Unreturned Lost

More information

CCSF Online Survey Service Levels October, 2008

CCSF Online Survey Service Levels October, 2008 CCSF Online Survey Service Levels October, 2008 Overview As a follow up to the recent conference call on service levels and an interest in the membership to update the survey results on this topic, this

More information

System Overview. Tel: 1.877.501.7776 spro@edpsoftware.com

System Overview. Tel: 1.877.501.7776 spro@edpsoftware.com System Overview Tel: 1.877.501.7776 spro@edpsoftware.com 1 SYSTEM BENEFITS Reduce the time and cost of scheduling Automate schedule creation and overtime allocation to employees. SchedulePro simplifies

More information

Telephone Call Centres

Telephone Call Centres Telephone Call Centres December 1996 CONTENTS Auditor-General's Foreword What is a telephone call centre? What type of organisations have call centres? Why have a call centre? What are the major costs

More information

How Incoming Call Centers Behave: Back to the Basics. Back to the Basics (Parts 1, 2 and 3) By Brad Cleveland. CCMReview ARTICLE BUNDLE

How Incoming Call Centers Behave: Back to the Basics. Back to the Basics (Parts 1, 2 and 3) By Brad Cleveland. CCMReview ARTICLE BUNDLE From the pages of Call Center Management Review CCMReview ARTICLE BUNDLE How Incoming Call Centers Behave: Back to the Basics How Incoming Call Centers Behave: Back to the Basics (Parts 1, 2 and 3) By

More information

Measures of WFM Team Success

Measures of WFM Team Success Measures of WFM Team Success By Maggie Klenke, The Call Center School A frequent question from workforce management (WFM) professionals is how do I measure the success of the WFM team? This is a challenge

More information

Guidelines for Alternative Work Arrangements

Guidelines for Alternative Work Arrangements Guidelines for Alternative Work Arrangements Job flexibility is important for many employees. Alternative work arrangements can have significant organizational and individual benefits that improve morale

More information

Optimize Workforce Scheduling for Vastly Improved Aftersales Operations

Optimize Workforce Scheduling for Vastly Improved Aftersales Operations SAP Brief SAP Business Suite Objectives SAP Workforce Scheduling and Optimization by ClickSoftware Optimize Workforce Scheduling for Vastly Improved Aftersales Operations Building an outstanding service

More information

EMPLOYMENT ACT (CHAPTER 91, SECTION 66B) EMPLOYMENT (PART-TIME EMPLOYEES) REGULATIONS

EMPLOYMENT ACT (CHAPTER 91, SECTION 66B) EMPLOYMENT (PART-TIME EMPLOYEES) REGULATIONS Page 1 of 6 PRINT THIS EMPLOYMENT ACT (CHAPTER 91, SECTION 66B) EMPLOYMENT (PART-TIME EMPLOYEES) REGULATIONS [1st October 1996] Citation 1. These Regulations may be cited as the Employment (Part-Time Employees)

More information

Workforce Management with SP-EXPERT. Discover version 15!

Workforce Management with SP-EXPERT. Discover version 15! Workforce Management with SP-EXPERT Discover version 15! 1 About Interflex Interflex Our Solutions at a Glance Security Solutions Access Control Workforce Management Biometric Recognition Time & Attendance

More information

Making WFM Work: Best Practices and ROI Model

Making WFM Work: Best Practices and ROI Model The Power of Real-Time Delivery: Using Agent Idle Time to Improve Service Making WFM Work: Best Practices and ROI Model Sponsored By: 2011 DMG Consulting LLC - 1 - April 2011 Executive Summary The contact

More information

A U D I T R E P O R T MARK J.F. SCHROEDER COMPTROLLER

A U D I T R E P O R T MARK J.F. SCHROEDER COMPTROLLER C I T Y O F B U F F A L O D E P A R T M E N T O F A U D I T A N D C O N T R O L A U D I T R E P O R T Payroll Procedures of timekeepers MARK J.F. SCHROEDER COMPTROLLER A N N E F O R T I - S C I A R R I

More information

To recommend the awarding of RFP-21-14 for a Hosted Payroll Service for the Town.

To recommend the awarding of RFP-21-14 for a Hosted Payroll Service for the Town. Agenda Item 1 7 COMMITTEE OF THE WHOLE MEETING Corporate & Financial Services Financial Services Division SUBJECT: Hosted Payroll Solution PURPOSE: To recommend the awarding of RFP-21-14 for a Hosted Payroll

More information

SICK LEAVE AND SHORT TERM DISABILITY THE PEOPLE CENTER

SICK LEAVE AND SHORT TERM DISABILITY THE PEOPLE CENTER SICK LEAVE AND SHORT TERM DISABILITY THE PEOPLE CENTER SECTION I PURPOSE OF THE POLICY The purpose of this procedure is to establish guidelines and procedures for using Sick Leave and applying for Short

More information

Absenteeism: Why Should You Be Concerned?

Absenteeism: Why Should You Be Concerned? Absenteeism: Why Should You Be Concerned? Unscheduled absenteeism is a chronic problem for U.S. employers, conservatively costing $3,600 per hourly employee per year, and $2,650 per salaried employee per

More information

Work Smarter, Not Harder

Work Smarter, Not Harder Work Smarter, Not Harder Contact Center Performance Optimization for Collections and Telemarketing Contact Centers Executive Summary All contact centers face a common and continual challenge how to best

More information

2008 ORCAA Meeting. Workforce Management and Call Center Management The Love / Hate Relationship Presented by Ross Baldwin March 27, 2008

2008 ORCAA Meeting. Workforce Management and Call Center Management The Love / Hate Relationship Presented by Ross Baldwin March 27, 2008 2008 ORCAA Meeting Workforce Management and Call Center Management The Love / Hate Relationship Presented by Ross Baldwin March 27, 2008 About ING Direct and Me Director, Sales and Operations Support,

More information

The Pipkins Advantage Five Powerful Features That Set Us Apart

The Pipkins Advantage Five Powerful Features That Set Us Apart The Pipkins Advantage Five Powerful Features That Set Us Apart The Pipkins Advantage Five Powerful Features That Set Us Apart Page 2 Overview The current economy is driving financial decisions and it is

More information

The Math of Call Center Staffing Calculating Resource Requirements and Understanding Staff and Service Tradeoffs

The Math of Call Center Staffing Calculating Resource Requirements and Understanding Staff and Service Tradeoffs The Math of Call Center Staffing Calculating Resource Requirements and Understanding Staff and Service Tradeoffs Sharpen your pencils. Dust off the calculator. It s time for a math lesson. Running a successful

More information

Finding Costs Hidden in Your Contact Center Plans

Finding Costs Hidden in Your Contact Center Plans Finding Costs Hidden in Your Contact Center Plans Ric Kosiba, Ph.D. Vice President Interactive Intelligence, Inc. Table of Contents The Core Contact Center Management Problem... 3 The Role of the Operational

More information

Chapter X. Costing Labor Contracts

Chapter X. Costing Labor Contracts Chapter X Costing Labor Contracts It is regrettable but possibly inevitable that the negotiation process will be, at least in some measure, adversarial. Labor seeks to maximize its gain and government

More information

Reports. White Paper. Introduction

Reports. White Paper. Introduction zeacom communications center Reports White Paper In today s fast paced communications center environment, information is power. Zeacom s reporting capabilities provide data that is meaningful and easy

More information

Prepared On Behalf of:

Prepared On Behalf of: C3-8 ICBC Call Center Workforce Review Prepared On Behalf of: The Canadian Office and Professional Employees Union 378 (COPE 378) December 2014 Submitted by: Penny Reynolds Call Center Workforce Consultant

More information

University of Louisville School of Music STAFF POLICIES

University of Louisville School of Music STAFF POLICIES University of Louisville School of Music STAFF POLICIES The following policies have been developed as unit specific interpretations of the University of Louisville Human Resources Policies and Procedures.

More information

Materials prepared by Research Foundation for Mental Hygiene, Inc. Central Office

Materials prepared by Research Foundation for Mental Hygiene, Inc. Central Office LEAVE AND ACCRUAL TRACKING SYSTEM (LATS) USER S GUIDE February 2006 Materials prepared by Research Foundation for Mental Hygiene, Inc. Central Office 1 TABLE OF CONTENTS Logging On...2 LOGGING ON THE FIRST

More information

Workforce Management Software. How to Determine the Software You Need and Justify the Investment

Workforce Management Software. How to Determine the Software You Need and Justify the Investment W H I T E P A P E R Workforce Management Software How to Determine the Software You Need and Justify the Investment C O N T E N T S Executive Summary..................................... 1 Why use workforce

More information

HealthcareSuite. Unique, intelligent workforce planning that balances the needs of healthcare organisations, end-users and employees

HealthcareSuite. Unique, intelligent workforce planning that balances the needs of healthcare organisations, end-users and employees HealthcareSuite Unique, intelligent workforce planning that balances the needs of healthcare organisations, end-users and employees Introducing HealthcareSuite, the proven solution from Time Care that

More information

Out Sick: How Employee Absence Hurts Your Bottom Line

Out Sick: How Employee Absence Hurts Your Bottom Line WHITE PAPER Out Sick: How Employee Absence Hurts Your Bottom Line Reduce Costs and Increase Productivity with an Automated Absence Management Solution Imagine a world where all your employees show up for

More information

White Paper Proven Processes for Textbook Management

White Paper Proven Processes for Textbook Management White Paper Proven Processes for Textbook Management Recover Dollars for Your District through a Textbook Management System Overview: Textbooks Can Cost Your District Hundreds of Dollars Per Student Textbooks

More information

CONTACT CENTER SHRINKAGE SURVEY

CONTACT CENTER SHRINKAGE SURVEY CONTACT CENTER SHRINKAGE SURVEY 2010 2 Introduction Shrinkage, rostered staff factor, overlay. Whatever you call it, it s a fact of life in the call center. Other activities need to be accounted for in

More information

Advanced Workforce Management Package Overview Guide

Advanced Workforce Management Package Overview Guide Advanced Workforce Management Package Overview Guide NN44480-123 Document status: Standard Document version: 0101 Document date: 6 November 2009 All Rights Reserved While the information in this document

More information

WORK PLAN -- Guidelines

WORK PLAN -- Guidelines WORK PLAN -- Guidelines Overview NORC programs design and implement projects that meet both individual and community needs. To advance these projects, partners need to agree on what they are trying to

More information

Key Services Overview

Key Services Overview Key Services Overview On-Demand Architecture HR Supp o Cent rt er Cu Rep stom ort W riter Payroll E Hu nterp ma rise n R -C la Pa esour ss yro ce ll & Time & Labor Mgmt A E Se mp lf- loy Se ee rv ice Ro

More information

Dewan Consulting. Time Attendance System. Program Features

Dewan Consulting. Time Attendance System. Program Features Dewan Consulting Program Features Table of Contents Introduction System menu System setup Organization structure Organization data Employee setup data Shift setup data System calendar Reasons of absence

More information

LEAN & MEAN: COST REDUCTIONS STRATEGIES FOR THESE UNCERTAIN ECONOMIC TIMES by Maggie Klenke and Penny Reynolds The Call Center School

LEAN & MEAN: COST REDUCTIONS STRATEGIES FOR THESE UNCERTAIN ECONOMIC TIMES by Maggie Klenke and Penny Reynolds The Call Center School LEAN & MEAN: COST REDUCTIONS STRATEGIES FOR THESE UNCERTAIN ECONOMIC TIMES by Maggie Klenke and Penny Reynolds The Call Center School While some businesses have been thriving lately, most have been feeling

More information

One-Call/One-Click Operations Guide 5

One-Call/One-Click Operations Guide 5 Chapter 5 A quality assurance system provides oversight over One-Call/One-Click Center activities. It is not enough to have written standards and protocols. There must be mechanisms in place to ensure

More information

Time and Attendance Buyer's Guide By the purchasing experts at BuyerZone

Time and Attendance Buyer's Guide By the purchasing experts at BuyerZone Introduction Time and attendance systems are the 21 st century equivalent of the paper time sheet. This type of software automates day to day tasks such as tracking work hours and calculating benefits

More information

Appendix A-1 - Feature/Function Worksheets City of Redlands- Public Safety Scheduling Software Solution - Request for Proposal

Appendix A-1 - Feature/Function Worksheets City of Redlands- Public Safety Scheduling Software Solution - Request for Proposal Appendix A-1 - Feature/Function Worksheets City of Redlands- Public Safety Scheduling Software Solution - Request for Proposal Please input a "1" in the appropriate column to the right of the feature/function/capability

More information

Call centre definitions

Call centre definitions Call centre definitions Abandoned calls Cross selling Logged on time Speed of answer Absence CTI Lost calls Status ACD DDI LWT Talk time Adherence Erlang Message Unavailable AHT FRE Offered calls Utilisation

More information

GLOSSARY OF TERMS FOR CALL CENTERS. Glossary A. Abandoned Call. Also called a Lost Call. The caller hangs up before reaching an agent.

GLOSSARY OF TERMS FOR CALL CENTERS. Glossary A. Abandoned Call. Also called a Lost Call. The caller hangs up before reaching an agent. GLOSSARY OF TERMS FOR CALL CENTERS Glossary A Abandoned Call. Also called a Lost Call. The caller hangs up before reaching an agent. Activity Codes. See Wrap-Up Codes. Adherence To Schedule. A general

More information

Date Started Current Position. Instructions

Date Started Current Position. Instructions Client Company Performance Appraisal Review for Non-Exempt Employees Employee Name Title of Review Department Started Current Position Current Supervisor Instructions Review employee s performance for

More information

Development and Training Programme: Workforce Management

Development and Training Programme: Workforce Management Development and Training Programme: Workforce Management Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company Number:

More information

Customer Care Management

Customer Care Management Customer Care anagement Just in time!! Knowledge and skills for the customer support professional Time Tracking in the Contact Center Time Tracking Command and control is, perhaps, the most fundamental

More information

US FIRE DEPARTMENT PROFILE 2013

US FIRE DEPARTMENT PROFILE 2013 US FIRE DEPARTMENT PROFILE 2013 Hylton J. G. Haynes Gary P. Stein November 2014 National Fire Protection Association Fire Analysis and Research Division US FIRE DEPARTMENT PROFILE 2013 Hylton J. G. Haynes

More information

A New Definition of Workforce Management

A New Definition of Workforce Management A New Definition of Workforce Management Ric Kosiba, Ph.D. Vice President Interactive Intelligence, Inc. Brian Spraetz Solutions Marketing Manager Interactive Intelligence, Inc. Table of Contents Introduction...

More information

Contents. Specialty Answering Service. All rights reserved.

Contents. Specialty Answering Service. All rights reserved. [Type text] Contents 1 Introduction... 3 2 Service Metrics... 5 2.1 Accessibility Metrics... 5 2.1.1 Blockage... 5 2.1.2 Hours of Operation... 5 2.1.3 Abandoned Calls... 5 2.2 Speed of Service... 6 2.2.1

More information

Understanding Gross Margin Impacts on Profitability

Understanding Gross Margin Impacts on Profitability Understanding Gross Margin Impacts on Profitability Annual Catalog Conference June, 2001 Presented by: GJM Associates Gross Margin Audit: Agenda Identify Gross Margin Components Review Mathematics Components

More information

Apheresis Program Management. Laura Collins BSN HP(ASCP) Assistant Manager DeGowin Blood Center University of Iowa Healthcare

Apheresis Program Management. Laura Collins BSN HP(ASCP) Assistant Manager DeGowin Blood Center University of Iowa Healthcare Apheresis Program Management Laura Collins BSN HP(ASCP) Assistant Manager DeGowin Blood Center University of Iowa Healthcare Introduction Managing An Apheresis Program Balancing multiple resources Availability

More information

CALL CENTER ESSENTIALS

CALL CENTER ESSENTIALS CALL CENTER ESSENTIALS PERFORMANCE MANAGEMENT BEST PRACTICES PART 2 CALL CENTER BEST PRACTICES PART 2 This session provides useful tips for agent coaching, reporting and workforce management processes,

More information

How to Significantly Reduce the Cost of PBX and Voice Mail Administration

How to Significantly Reduce the Cost of PBX and Voice Mail Administration WhitePaper How to Significantly Reduce the Cost of PBX and Voice Mail Administration SEVEN REASONS WHY VOICE ADMINISTRATION SYSTEMS COST YOUR ORGANIZATION MONEY, AND HOW UNIFIED VOICE ADMINISTRATION CAN

More information

Central Florida Expressway Authority

Central Florida Expressway Authority Central Florida Expressway Authority Back Office Customer Call Center Review May 2015 risks and controls in ways that this report did not and cannot anticipate. Table of Contents Section Page(s) Executive

More information

How To Increase Employee Productivity And Increase Wrench Time At An Oil Refinery

How To Increase Employee Productivity And Increase Wrench Time At An Oil Refinery Employee Productivity Improvement Strategies In Oil Refinery Environments Automated Workforce Management Helps Reduce Maintenance Backlogs, Increase Safety Compliance and Improve Profitability CONTENTS

More information

DEPARTMENTAL PAID TIME OFF RECORDS AUDIT

DEPARTMENTAL PAID TIME OFF RECORDS AUDIT BROOME COUNTY DEPARTMENT OF AUDIT AND CONTROL DEPARTMENTAL PAID TIME OFF RECORDS AUDIT October 2002 Alex J. McLaughlin, Comptroller October 28, 2002 Jeffrey P. Kraham, County Executive: The Department

More information

Office of Unified Communications OUC (UC)

Office of Unified Communications OUC (UC) OUC (UC) MISSION The mission of the is to deliver world-class customer service to the residents, visitors, and other stakeholders of the District with efficient, professional, and cost-effective responses

More information

White Paper: Cost Effective Work Force Optimization for the Small Call Center

White Paper: Cost Effective Work Force Optimization for the Small Call Center White Paper: Cost Effective Work Force Optimization for the Small Call Center Cost Effective Work Force Optimization for the Small Call Center According to conventional wisdom, the return on investment

More information

Guide to Recording of Leaves and Additional Hours or Overtime for Postdoctoral Fellow Appointments

Guide to Recording of Leaves and Additional Hours or Overtime for Postdoctoral Fellow Appointments Guide to Recording of Leaves and Additional Hours or Overtime for Postdoctoral Fellow Appointments This guide includes the following topics: Background information Steps to Follow for Recordings Leave,

More information

FALCO Time Attendance Software Manual

FALCO Time Attendance Software Manual Copyright Reserved 2003 1 Content page Chapter 1: Introduction 3 Chapter 2: Time Attendance Setting 4 2.1 Card user database..4 2.2 Department.5 2.3 Work Time Mode...6 2.4 Duty Work Time Configuration.9

More information

It s enterprise-class workforce management. Simplified.

It s enterprise-class workforce management. Simplified. It s enterprise-class workforce management. Simplified. ---.. ' ---- - ---t -- - - - - -....-,~ - r.- -- How can you best grow in today s tough economic climate? A key strategy in the current economic

More information

Easy Start Call Center Scheduler User Guide

Easy Start Call Center Scheduler User Guide Overview of Easy Start Call Center Scheduler...1 Installation Instructions...2 System Requirements...2 Single-User License...2 Installing Easy Start Call Center Scheduler...2 Installing from the Easy Start

More information

Consumer Banking - Break Down the Contact Center Wall

Consumer Banking - Break Down the Contact Center Wall FINANCIAL SERVICES Care Services Break Down the Contact Center Wall Four reasons consumer banking profits from a flexible contact center model. Break Down the Contact Center Wall Four reasons consumer

More information

Program: ServiceOakville Program Based Budget 2016 2018. Page 19

Program: ServiceOakville Program Based Budget 2016 2018. Page 19 Program: Program Based Budget 2016 2018 Page 19 Program: Vision Statement: To deliver citizen focused services that combine people, processes and technology to maximize value to the public. Mission Statement:

More information

Workforce Management:

Workforce Management: Workforce Management: What Is It? Do You Need It? Rebecca Wise In order to meet the objectives of Workforce Management of having the right people in place at the right time, contact center managers must

More information

Employee Tracker Time & Attendance System. Time Banking

Employee Tracker Time & Attendance System. Time Banking Employee Tracker Time & Attendance System Time Banking Table of Contents 2. Overview 3. Absent Codes 5. Time Bank Setup 7. Assign Time Banks to Employees 11. Time Bank Withdrawals from Transactions 13.

More information

Bringing Smiles THE CHALLENGE

Bringing Smiles THE CHALLENGE CASE STUDY Bringing Smiles With the number of customers rapidly increasing, the service capability of the existing infrastructure at this Call Center was not efficient and needed upgrade. Customers were

More information

CUSTOMER RELATIONSHIP MANAGEMENT

CUSTOMER RELATIONSHIP MANAGEMENT EB-00-0 Tab Schedule Page of CUSTOMER SERVICES CUSTOMER RELATIONSHIP MANAGEMENT Introduction Customer Relationship Management provides services to approximately,000 customers supported by THESL s Call

More information

Managing Summer Vacations with an Advanced Time & Attendance System

Managing Summer Vacations with an Advanced Time & Attendance System Managing Summer Vacations with an Advanced Time & Attendance System Table of Contents Raising Employee Engagement With Time & Attendance Software...5 Top 3 Ways To Forecast Schedules With Time & Attendance

More information

TIME DEPENDENT PRIORITIES IN CALL CENTERS

TIME DEPENDENT PRIORITIES IN CALL CENTERS TIME DEPENDENT PRIORITIES IN CALL CENTERS LASSAAD ESSAFI and GUNTER BOLCH Institute of Computer Science University of Erlangen-Nuremberg Martensstrasse 3, D-91058 Erlangen, Germany E-mail : lassaad@essafi.de,

More information

Job Description. Part A: Job purpose The post of Event Manager is one of 3 reporting to the Operations Manager

Job Description. Part A: Job purpose The post of Event Manager is one of 3 reporting to the Operations Manager Job Description Job Title: Post No: Grade: Division: Location: Responsible to: Event Manager G The Cheltenham Trust Cheltenham Town Hall & Pittville Pump Room Operations Manager Responsible for: Operations

More information

Forecasting and Planning a Multi-Skilled Workforce: What You Need To Know

Forecasting and Planning a Multi-Skilled Workforce: What You Need To Know Welcome Forecasting and Planning a Multi-Skilled Workforce: What You Need To Know Presented by: Skills Scheduling What is it? Scheduling that takes into account the fact that employees may have one or

More information

Overcoming Disasters at the Erie County 911 dispatch Center

Overcoming Disasters at the Erie County 911 dispatch Center OVERVIEW OF THE ERIE COUNTY EMERGENCY COMMUNICATIONS CENTER ASSESSMENT APRIL 1, 2010 BACKGROUND Several years ago, Erie County decided to consolidate 9-1-1 call taking and emergency communications into

More information

ARTICLE 11 HOURS OF WORK

ARTICLE 11 HOURS OF WORK ARTICLE 11 HOURS OF WORK A. EXEMPT EMPLOYEES 1. The normal workweek for a full-time exempt employee is considered to be 40 hours, and for part-time exempt employees the proportion of 40 hours equivalent

More information

FLEXIBLE WORK SCHEME negotiated at Newcastle City Council (copy)

FLEXIBLE WORK SCHEME negotiated at Newcastle City Council (copy) FLEXIBLE WORK SCHEME negotiated at Newcastle City Council (copy) 1 Introduction 1.1 The flexible working hours scheme seeks to maximise flexibility of working time to provide for both business and employee

More information

1-800-344-6470 www.asuperiorcallcenter.com Providing Continuous Customer Service since 1976

1-800-344-6470 www.asuperiorcallcenter.com Providing Continuous Customer Service since 1976 1-800-344-6470 www.asuperiorcallcenter.com Providing Continuous Customer Service since 1976 Thank you for your interest! Please review our services. We offer a variety of services that you can utilize

More information

Enabling Chat -- Key Success Factors in Chat Implementation

Enabling Chat -- Key Success Factors in Chat Implementation Enabling Chat -- Key Success Factors in Chat Implementation 0 WHY SWITCH TO CHAT SUPPORT? Benefits of Chat Support Additional method of support for customers Concurrent sessions improve productivity Reduced

More information

GLOBAL OUTSOURCING COST MODELS

GLOBAL OUTSOURCING COST MODELS GLOBAL OUTSOURCING COST MODELS Clients and Outsourcing companies may use several engagement models both for delivery of the outsourced work and thereby arrive at the costing for the model. Choosing of

More information

Top Tips for Managing the Contact Center Strategy. Ric Kosiba, Ph.D. Vice President, Bay Bridge Decision Group, Interactive Intelligence, Inc.

Top Tips for Managing the Contact Center Strategy. Ric Kosiba, Ph.D. Vice President, Bay Bridge Decision Group, Interactive Intelligence, Inc. Top Tips for Managing the Contact Center Strategy Ric Kosiba, Ph.D. Vice President, Bay Bridge Decision Group, Interactive Intelligence, Inc. Table of Contents Introduction... 3 The Importance of the Strategic

More information

Advantages of Electronic Records vs. Paper Records

Advantages of Electronic Records vs. Paper Records Paper Records 1. Electronic record systems costs can be amortized over time whereas paper records cost money to generate, maintain and store. Those costs are incurred daily. Many software vendors will

More information

Call Logging Quick Reference User Guide

Call Logging Quick Reference User Guide Call Logging provides companywide call records, comparison and analytical tools for tracking and improving the efficiency and effectiveness of business communications. An intuitive, feature rich interface

More information

Leave Accruals, Usage, and Balance

Leave Accruals, Usage, and Balance Leave Accruals, Usage, and Balance Overview of process Created by The Controllers Office, Payroll * Last Updated 9/25/15 Overview The purpose of this presentation is to explain the leave accrual and usage

More information

Emergency Call Center RFP 0901150403 Questions and Answers

Emergency Call Center RFP 0901150403 Questions and Answers Emergency Call Center RFP 0901150403 Questions and Answers Question: IV. (Project Specifications) A. page 2. When does the 4 hour ramp window begin? (ex. Initial notification or when the NYSDH provides

More information

TRACKING EMPLOYEE SICK LEAVE ACCRUED & USED

TRACKING EMPLOYEE SICK LEAVE ACCRUED & USED TRACKING EMPLOYEE SICK LEAVE ACCRUED & USED First, plan your Sick Leave policy (or policies). Determine whether you want to have a single policy for all employees, or whether different types of employees

More information

Workforce Thread Update. Follow-ups to FMCB October 5, 2015

Workforce Thread Update. Follow-ups to FMCB October 5, 2015 Workforce Thread Update Follow-ups to FMCB October 5, 2015 Contents FMLA process update Current FMLA certification rates and comparisons Absence management program update Overtime utilization and cost

More information

Non-exempt employees use the telephone to call HBS to record all clock-ins and clock-outs HBS auto-generates the hours worked for exempt staff.

Non-exempt employees use the telephone to call HBS to record all clock-ins and clock-outs HBS auto-generates the hours worked for exempt staff. UC San Diego Health System Payroll Department Instruction Manual * Introduction: UC San Diego Health System uses Huntington Business Systems(HBS) for payroll processing. All hours reported appear within

More information

Working Extra Hours: Guidelines for Regulated Members on Fitness to Practise and the Provision of Safe, Competent, Ethical Nursing Care

Working Extra Hours: Guidelines for Regulated Members on Fitness to Practise and the Provision of Safe, Competent, Ethical Nursing Care Working Extra Hours: Guidelines for Regulated Members on Fitness to Practise and the Provision of Safe, Competent, Ethical Nursing Care September 2011 Permission to reproduce this document is granted,

More information

NEC s SonicView IP Recorder Release Notes. Version 1.2. Release Notes

NEC s SonicView IP Recorder Release Notes. Version 1.2. Release Notes Version 1.2 Release Notes 1 SonicView 1.2 features: Selective Recording (rules based) The user can specify extension based recording rules and orchestrate call recordings based on the enterprise requirements

More information

FREQUENTLY ASKED QUESTIONS TUPE

FREQUENTLY ASKED QUESTIONS TUPE FREQUENTLY ASKED QUESTIONS TUPE DATE: 25 th July 2014 VERSION: 4 AUTHORS: HR ADVISORY NUMBER QUESTION ANSWER 1 What is TUPE? TUPE is an abbreviation for the Transfer of Undertakings (Protection of Employment)

More information

Flexible Work Options (FWO) Supervisor Tool Kit

Flexible Work Options (FWO) Supervisor Tool Kit Plymouth State University (PSU) recognizes the importance of flexibility in the workplace for staff. FWO offer a way to provide excellent customer service while managing people, time, space, and workload

More information

Kronos. Workforce Ready for small and midsize businesses. It s enterprise-class workforce management. Simplified.

Kronos. Workforce Ready for small and midsize businesses. It s enterprise-class workforce management. Simplified. Kronos Workforce Ready for small and midsize businesses It s enterprise-class workforce management. Simplified. How can you best grow in today s tough economic climate? A key strategy in the current economic

More information

KRONOS iseries CENTRAL SUITE

KRONOS iseries CENTRAL SUITE KRONOS iseries CENTRAL SUITE Scheduling Solutions Guide Optimize Staff Schedules and Productivity GAIN A COMPETITIVE EDGE with Automated Labor Scheduling Every industry faces changes in business demand

More information

6054 Drexel Avenue Chicago, IL 60637 Phone: 773-702-8900 Web site: humanresources.uchicago.edu

6054 Drexel Avenue Chicago, IL 60637 Phone: 773-702-8900 Web site: humanresources.uchicago.edu FLEXIBLE WORK OPTIONS GUIDE For Staff Non-Union Employees 6054 Drexel Avenue Chicago, IL 60637 Phone: 773-702-8900 Web site: humanresources.uchicago.edu Table of Contents What Are Flexible Work Options

More information