That is the question…. After you have identified your organization’s specific shrinkage types, use historical reports to identify how these factors have evolved month-to-month and the effects on seasonality trends. Workforce management is complex.
JaNae also has industry expertise in SaaS, contact center, telecom, collections, sales, service, learning and development, content development, and eLearning. This will provide you with your “true” adherence number as well as provide you the insight necessary to begin improving this metric. If you don’t know what adherence goal to set, then benchmark your staff. If employees aren’t doing what you are expecting, there is an immediate impact on your bottom line. Registered in England and Wales. Workforce management or workforce magic? This information will allow you to determine if adding additional shifts and flexible schedules will help improve your ratio along with increased employee satisfaction and reduced attrition. Adherence is the most commonly used metric in Workforce Management practices. Schedule flexibility will help you determine how well you are staffing given the current scheduling period. Now, back to the question above: How do you or your employees perceive Workforce Management? They will be able to see their timesheet, how many hours they’ve worked, any overtime gained and much more. Lastly, measure how flexible your schedules are. Think of it as the company’s personality. The employee’s primary responsibility in a contact center is to handle customer interactions thus, the metric name - Customer Facing Time. If you ask around, you’ll likely find people’s perception is “they just do the scheduling around here” or “let the WFM team figure it out”. Know ALL your shrinkage types. Number 8860726. This is also the most underreported metric. This metric is easy to measure and communicate with staff the expectations of what they are paid to do. In other words, it measures the amount of “actual” work are they doing for your organization. Focusing on these metrics ensures you are positively attributing to the bottom line and affecting your organization’s culture in the best possible way. Simply put, organizational culture is how people behave … Consider this the real adherence metric. Top-tips for choosing WFM software – from experts. The most prominent sore spot for employees when it comes to WFM is time and attendance tracking. It becomes an artificial measurement that distracts your analysts from better planning and scheduling processes. Workforce Management systems are made to optimise your workforce and work culture. Monitor adherence without making any exceptions. Most workforce solutions provide a calculator to help you determine your scheduling ratio. Adding the Customer to the Call Center's Quality Equation, 10 Scheduling Strategies to Optimize Your Workforce, WFM: No Longer a Goliath for Small Contact Centers, The Workforce Intelligent Contact Center: Putting the Puzzle Pieces Together. The most accurate calculation to use is Scheduled staff = Base staff/(1 – Shrinkage Factor). JaNae Forshee is a Senior WFO Practice Manager and has nearly 20 years of Contact Center experience, more than 10 years of Training and Development experience, and 8 years of experience in Leadership and Employee Development. Schedule adherence is measured by how much an employee actually follows what they are scheduled to do (in a percentage). WFM helps ensure your employees are working to the best of their ability and track labour costs, absence and more.
The Whole Foods Market culture is unlike anything you’ve experienced.
ICMI is part of the Informa Tech Division of Informa PLC. Calculations should be measured daily, weekly, monthly, quarterly, and annually. This metric is important to measure and has several factors to consider. WFM helps ensure your employees are working to the best of their ability and track labour costs, absence and more. Our Leadership Principles. Adherence: A great forecast and schedule doesn’t mean anything if employees don’t follow it. Measuring Customer Facing Time allows you to communicate and effectively measure the time people are actually working with customers. Copyright © 2020 Informa PLC. Start by setting an adherence goal, both at the individual contribution level and at the organization level. This ratio tells you how well you are staffed compared to available shifts. Here is the calculation on how you can measure CFT: Shrinkage: In the contact center, shrinkage is the amount of time that employees are paid, yet they are not available to handle contacts. This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.
If you don’t know them, you can’t account for them.
Simply put, organizational culture is how people behave and what people think of the behaviors they observe. Explore our values. Culture is all about behavior and perceptions.
Workforce Management and Work Culture Workforce Management systems are made to optimise your workforce and work culture. Adherence is directly tied to labor costs.
This system will also ensure a much fairer workplace, where people (if you choose) are paid for the hours they work. Your FTE’s needed are 125. It is easy to make exceptions to one’s adherence, but do they really warrant the override? Subscribe now to ICMI Contact Center Insider. Simply put, exceptions are a waste of time and only demonstrate a failure in the scheduling and planning process. It is all about achieving the optimal balance between planning and execution of the plan. For example: if you have 5 shifts for full-time equivalents, average length of shift is 8 hours, average paid hours is 7.5, and average hours spent answering contacts is 7. We believe that every team member is a leader who is ultimately responsible for customer happiness. To combat this mindset, employers need to act as they would with any change to the working day, and explain the benefits this will mean for their employees or company as a whole. Scheduling and forecasting your staff is an art that has a direct impact on your bottom line, your employee morale, and your customer satisfaction. Using this calculation model ensures you are properly staffed to achieve optimal service levels and staffing requirements. Because of this push to be more streamlined, some employees will see this as a comment on their work. Finally, apply your shrinkage number to identify your total required staff. Thanks to WFM clocking in and out methods, these timesheets will be more exact than ever, meaning fewer payroll queries and right pay for your employees. Employees who are used to taking breaks, clocking in for their friends or arriving late, will suddenly need to be on time and clocked in to be paid. So workers will have more guidance and support when needed. Although it doesn’t replace adherence, it is based on phone time, not scheduled time.
These six values are the backbone of our company culture and how we aspire to do business every day — with you, our supplier partners, our customers, communities and each other. Below are some workforce management metrics that impact the culture within your organization. Are they just the team that handles all the scheduling or do your employees understand the importance to the success of your company? These activities include: vacation, absents, coaching, training, meetings, out of adherence, long breaks and lunches, and wandering. No two contact centers are the same. However, I found Wikipedia’s definition to resonate the most: “Organizational culture is the behavior of people within an organization and the meaning that people attach to those behaviors”. There is no “industry standard” for this metric. There’s also the fact that thanks to a WFM system, managers will have more time to manage. Explain that thanks to the WFM system, everyone will now have more transparency over their pay packet. There are several definitions of organizational culture, all mostly stating the same concepts around leadership, vision, values, etc. With the Work Rota functionality, the workforce will now be correctly scheduled, meaning less pressure on employees. These employees could kick up a fuss, but they are part of the exact reason you are adopting a WFM system. Customer Facing Time (CFT): Worried about measuring adherence? From bettering our communities to bettering ourselves, a career here is life-changing. The Password and Confirmation Password must match. Health and Safety, fire and other regulations can also be met with WFM, so your workforce is always on a shift with the resources they need. However, I found Wikipedia’s definition to resonate the most: “Organizational culture is the behavior of people within an organization and the meaning that people attach to those behaviors”. Informa PLC is registered in England and Wales with company number 8860726 whose registered and head office is 5 Howick Place, London, SW1P 1WG.
Schedule Ratio Flexibility: Measuring schedule flexibility is calculated the following way: Ratio = Required Staff / Actual Staff. This percentage should roll up and be tracked at the organizational or departmental level. Now that you have your goal, it is important that this metric stay pure. Try measuring Customer Facing Time (CFT). JaNae obtained her Bachelor of Science in Business Management from Western Governors University. In contact centers, there is an abundance of metrics that are measured. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Shrinkage is a major contributor to missing service level targets. If compared to an actual schedule where the FTE’s are 130, your schedule ratio flexibility is 96%. Instead of a positive organisational change. First, determine the types of shrinkage in your organization: Negative/positive, discretionary/non-discretionary, unproductive/planned, open/closed, day of the week, shift-specific, and long term “placeholder” factors. She also has Achieve Global, KCS Author, KCS Publisher, and Scuba Diving –PADI Open Water certifications. Don’t leave it to “workforce magic”. To find out more about the benefits of a Workforce Management system, click here – https://www.workforcemanagementsystem.co.uk/business-benefits, https://www.workforcemanagementsystem.co.uk/business-benefits. Workforce Management is your company’s “control tower” that ensures your staffing meets customer demand.