5 Reasons To Look At Workforce Optimisation Across Your Enterprise

1. You do not know how much time is spent productively

Today you likely measure input, output and whether the work is completed within the service deadline. The missing link is the effort, measuring how much time is spend on each work item and how much time is spent non-productively and idle. Without that information it is not possible to effectively establish the available and required capacity.

2. The Back-Office is under pressure to significantly reduce operating expenditure

We are all under pressure to reduce budgets and do more with less, but over the last few years that pressure has increased. In the absence of insight into productivity, targets have increased without understanding what level of absorption is attainable. Visibility and control need to be increased for sustainable changes in productivity to create the capacity necessary to absorb additional work.

3. 15% to 20% of work is not handled within the service deadlines communicated to customers

With limited visibility on employee effort and case progression the primary lever for managing service deadline is capacity. The use of spreadsheets for forecasting work and planning resources exacerbates the challenges around controlling capacity and managing risk. Instead many organisations manage issues and need overtime as part of BAU to stay within internal (and external) guidelines.

4. Up to 50% of customer complaints are directly related to back-office performance

Complaints related to the back-office like missing service deadlines or broken processes have a number of avoidable side-effects:

  • Increase of the contact ratio in the front office, 15%-20% of total workload is related to handling errors in the back office
  • Rework in the back office
  • Customer satisfaction is impacted by delay in work completion

5. Every month that you do not act, 1%-2.5% of your annual OpEx budget is wasted

With hidden capacity in idle and non-productive time you are losing at least 5% of your capacity every month. In some cases more than 15% hidden capacity can be identified within weeks. Increased forecasting and scheduling accuracy enables the organisation to make more effective use of resources and balance the workload across teams, locations and business units.

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Claire Richardson is Director Workforce Optimisation Solutions, EMEA, Verint. Claire has 12 years of contact centre experience, having started in the industry as a Customer Support Consultant for TCS Management, providing helpdesk support throughout EMEA for workforce management related queries. Her role evolved into providing training and consultancy, particularly in the DACH and Benelux regions as well as UK and South Africa. For the past 9 years, Claire has been providing business consultancy advice within the sales cycle on workforce management opportunities, helping to scope out solutions for very large customers with between 10,000 and 20,000 agents. Her product knowledge also covers Performance Management, Quality Management, eLearning and Speech Analytics. With her extensive ability to speak European languages, her focus has been on developing Workforce Optimisation throughout mainland Europe.