Upcoming Performance Review

[JennW]

I am the forecaster and scheduler for a 100 agent call center which handles dedicated groups and a shared group. Any ideas on what to present to the boss and supervisors? I am already presenting forecast for each group and each client week by week, month by month and all the things that are involved in scheduling for a call center.

[Dheed]

I would recommend having interval trends for each day ie at 10:00 we take 100 calls, at 10:15 we take 150 and so on. Identifying these trends allow a former employer of mine to covert some full-time agents into part-time agents. It sounds like you have it covered otherwise.

[Rick Tirado]

JennW,
I suggest presenting a report explaining the drivers behind any volumes that lead to differences in forecasted vs actual call volume results. Also report on any scheduling drivers that can lead to high shrinkages, ie absenteeism and poor schedule adherence .

[lstarrett]

If I was your supervisor, my interest would be in how accurate is your forecast and scheduling. A comparison between actual vs forecast would be interesting. Also, I would look at the actual service levels against what was forecasted. Was your shrinkage on target? How off budget was the cost per call. What were the things you didn't plan for or could not control.

Hope this helps.