maximising resources

[paul i'anson]

Hi,
I run a 250 seat call centre and am constantly running into problems with resourcing. We use a good forecasting system but are often hampered by lack of staff. Does anyone have any suggestions for contingencies when calls are high or staffing levels are low?

[gkern]

Some companies get into outsourcing a portion of your calls specifically because of the problems that you are running into with staffing. You are essentially getting access to another source of dedicated agents that suppliment your internal efforts. You could route a percentage of your calls or an entire queue and maintain a constant staffing level internally. I would be happy to discuss these options with if you would like some additional information.

Greg Kern
CallTech
512-261-0409

[JoeB]

I must be missing the point – if you use”good forecasting” software, why do you often run into staffing shortage situation? One possibility that comes to mind is high level of variance in the call statistics or, more likely, in agent performance, that is lost due to inappropriate averaging and “throws off” the calculations. If these are infrequent or inconsistent, outsourcing may be an option, assuming that the skill set is available and cost-effective. I think that a decision is best made with a good understanding of the root cause. This may or may not be easy to determine, but I’d be willing to take a look at the details and propose a way to model the problem and determine the cause.

Good luck

Joe Barkai
DIAGNOSTIC STRATEGIES
http://www.DiagnosticStrategies.com/
Tel. 781-433-0833

[JoelDup]

It is easy to have a good forecasting system and have a staffing shortage. The application can tell you need X and but in reality you only have Y. Call centers everywhere have fewer staff than their software says they need. The reasons for this are too many to list.

Is your budget applicable to your staffing needs? If not, good luck. So many companies will cut corners here and there and fiddle with many things that often work well to improve the Forecasted to Actual Resource conumdrum. The problem remains the same - not enough staff.

Hyper-sensitivity to demand change is the problem. Few other industries (businesses) experience this. Do you have call-takers (or typically non-call takers) who may be off the telephones or other channels to support say, fulfillment? Design workflows and schedules that include blocks of time in which these people can be available for higher volumes periods.

To help with higher volumes it is important to direct customers to other channels that can satisfy their needs. Using IVR and/or CTI to push your email/website when the system experiences contingency volumes may help. Sure this may not offload alot of volume but any bit will help.

Find an outsourcer that can be as flexible as you. Some outsourcers can take your calls on a 'staff-on-demand' basis.
You may sacrifice something in the way of reporting and perhaps full spread of service your own call-takers can provide but you will need to determine if that is acceptable and/or work to a better arrangement.

Importantly, find out why you are experiencing contingency volumes. Is marketing, sales, fulfillment or production the cause? Find out what can be done to keep such volumes to a minimum? Good relationships with these departments are essential. Make them understand how their actions (or un-action) effects your call center.
Joel

[contingentstaff]

In addition to effective forecasting, I would develop a relationship with a reputable and call center experienced staffing firm in your area that can assist you in developing a plan for such times. For my call center clients - I develop a hot list of talents that desire flexible work schedules and are readily available at the drop of a hat, they are already trained and can come in and supplement your personnel and assist in handling the fluctuations.