Supervisors vs WFM Group

[cjw17]

I'm looking for an effective way to hold my supervisors responsible for service level. They are not responsible for forecasting or scheduling; that is done by my WFM team. My WFM team alerts them when too many reps are on aux work and when volume spikes up & calls back up. But not all the supervisors are all too quick to get people back on the phones if they're in the middle of something. They are accountable for their team's utilization but that doesn't measure their responsiveness to service level. I have Avaya CMS version 12.0 and home grown wfm tools; I cannot buy anything else. Any suggestions?

[Martijn]

Hi,

i'll say you can hold them responsible for two things:

- AHT length
- Adherence

These are two important factors of your forecasting&scheduling and two for which we hold our supervisors responsible.

[WFM_SS]

You are not alone in this!

The above need to be the basis of any strategy that you choose and eventually implement.
What i mean by that is that you can't hold solely the supervisor accountable, but rather recruit his agents as well as his supervisor to monitor the problem of non-adherence on the part of the agents.

The 1st and crucial step is to probe and find a supervisor who actually understands and cares about the big picture and what WFM's role and purpose is in his/her daily activity. Once you level with the sup., then you will be able to work with him as an ally. In other words, you will champion him and his team to address the situation(s) within his own team; rewarding them expressly with whatever gifts, bonuses, incentives, etc you can muster up from YOUR dept. head which will get the other's attention.

Having worked in this environment on both ends of the "switch". I can tell you that the two main driving forces in a call centre are $$ and jealousy.

So think about it in that sense and let me know what you come up with..

Good luck