Call Centre Optimisation
So where do you start with call centre optimisation? At ProtoCall One, our consulting team use a three step “assess – design – implement” methodology to review the operations approach to resource management:
1. Call Centre Assessment
- Understand cultural impact of Resource Planning on agent rostering
- Review current forecast versus actual demand for resources
- Benchmark adherence vs best practice
- Understand overall centre KPIs and impact of revised Resource Planning
- Review use of existing WFM tools
2. Call Centre Design
- Develop centralised Resource Planning processes
- Identify role for self-service scheduling tools
- Undertake TNA for current Resource Planning resources versus future roles
- Develop Bespoke Training support
- Develop Quality Process design and Performance Metrics design
- Detail Agent Preferences model
3. Call Centre Implementation
- Adapt WFM tools to support new processes
- Develop Communication Plan
- Develop and deliver bespoke training for all affected staff
- Monitor change management impact versus expected results
Optimising a virtual contact centre
Our consulting team is experienced at undertaking these optimisation exercises as part of a transformation change programme. Fpr example, for a two site operation of circa 300 seats, we would anticipate that the first two steps can be completed in an elapsed period of 4-5 weeks. The implementation timescales are more difficult to predict, as it all depends on the extent of the changes and the need for union consultation. These would be pre-requisites before the change management process can be started.
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