Schedule Adherence: Learn How to Stop Guessing on Goals<br />Presented by:<br />Wendy Fowler and Brent Haferkamp<br />Seni...
Schedule Adherence: Learn How to Stop Guessing on Goals<br />Define – Schedule Adherence<br />Factors to Consider When Set...
Adherence to Schedule:<br />A general term that refers to how well agents adhere to their schedules. Can include: <br /><u...
when they were logged in compared to scheduled time to be logged in(compliance/conformance)</li></ul>Note: Most WFM system...
Polling Questions:<br /><ul><li>Do you measure adherence to schedule?
What is your schedule adherence goal?
95% or higher
91% - 94%
90%
Less than 90%
How did you come up with your schedule adherence goal?</li></li></ul><li>Polling Questions:<br /><ul><li>How many particip...
If you are not meeting your goal, what do </li></ul>      you suspect is wrong?<br /><ul><li>Lack of understanding
Too rigid
Too Flexible
Wrong Goal
Poor Exception Management Processes</li></li></ul><li>Determining Your Goals<br />What factors should you consider when de...
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Icmi calculating schedule adherence

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ICMI Presentation at NECCF Expo - Calculating Schedule Adherence

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  • Wendy
  • Most systems do not impact you if you are working when you should not be but all systems impact you if you are not working and you should be.
  • Wendy – 7 minutes
  • Now that we have an idea of where everyone is at, how you came up with goals, who is meeting their goals, who is not, who is awake and who isn’t, let’s talk a little about…
  • Brent – 11 minutes
  • If different queues/skills have different handle times, it may be worth exploring whether they should have different schedule adherence goals as well. As we just seen in the previous example, all things being equal, a person in a queue that has an AHT of 8.3 minutes is more likely to achieve a schedule adherence score of 88% while the person in the queue that averages a 5 minute AHT can achieve a score of 90%.
  • Interesting that a part-timer who is working only 4 hours per day in the skill that has a 5 minutes AHT and only receives half the additional minutes of non-adherence time is still more likely to hit a 92% SA. This is because they are less likely to be caught on the phone during a scheduled non-phone activity since they are scheduled for fewer of them on average. (Fewer breaks and lunches.)
  • Brent – 15 minutes
  • This is a good example of “The Power of One”. One agent means the difference in meeting and not meeting service levels.
  • In this scenario, the workload does not change, however, in order to do the same amount of work with less adherent staff, requires more people. You must continue to increase staff to offset the loss in productivity due to non-adherence.
  • Icmi calculating schedule adherence

    1. 1.
    2. 2. Schedule Adherence: Learn How to Stop Guessing on Goals<br />Presented by:<br />Wendy Fowler and Brent Haferkamp<br />Senior Consultants, ICMI<br />
    3. 3. Schedule Adherence: Learn How to Stop Guessing on Goals<br />Define – Schedule Adherence<br />Factors to Consider When Setting Your Goal<br />How Can You Improve Schedule Adherence<br />The Impact of Non-Adherence<br />Questions<br />
    4. 4. Adherence to Schedule:<br />A general term that refers to how well agents adhere to their schedules. Can include: <br /><ul><li>how much time they were logged in compared to scheduled log in time (% log in time/availability)
    5. 5. when they were logged in compared to scheduled time to be logged in(compliance/conformance)</li></ul>Note: Most WFM systems do not impact you if you are working when you <br />should not be…but all systems impact you if you are not working and you should be.<br />
    6. 6. Polling Questions:<br /><ul><li>Do you measure adherence to schedule?
    7. 7. What is your schedule adherence goal?
    8. 8. 95% or higher
    9. 9. 91% - 94%
    10. 10. 90%
    11. 11. Less than 90%
    12. 12. How did you come up with your schedule adherence goal?</li></li></ul><li>Polling Questions:<br /><ul><li>How many participants are currently meeting their schedule adherence goal?
    13. 13. If you are not meeting your goal, what do </li></ul> you suspect is wrong?<br /><ul><li>Lack of understanding
    14. 14. Too rigid
    15. 15. Too Flexible
    16. 16. Wrong Goal
    17. 17. Poor Exception Management Processes</li></li></ul><li>Determining Your Goals<br />What factors should you consider when determining your<br />schedule adherence goal?<br /><ul><li>Scheduled Hours
    18. 18. Average Handle Time (AHT)
    19. 19. Average # of non-phone scheduled events per day
    20. 20. Amount of non-productive time allowed per day</li></ul>Let’s take a closer look.<br />
    21. 21. What Should Your Schedule Adherence Goal Be?<br />
    22. 22. ICMI Calculations for Determining Schedule Adherence Targets<br />
    23. 23. What Happens if We Change AHT?<br />
    24. 24. Questions:<br /><ul><li>Do you have different schedule adherence goals for different queues/skills?
    25. 25. Should you?
    26. 26. Do you have different schedule adherence goals for full-time staff vs. part-time staff?
    27. 27. Should you?</li></li></ul><li>What Should Be Your Schedule Adherence Goal?<br />
    28. 28. What Should Be Your Schedule Adherence Goal?<br />Additional things to consider when determining you <br />adherence goal:<br /><ul><li>Only use half the average handle time
    29. 29. Allow agents to transition to a non-phone activity when they are within a window equivalent to half the handle time.</li></li></ul><li>What Can You Do to Improve Schedule Adherence?<br />Set realistic goals and expectations<br />Create accurate forecasts<br />Schedule efficiently - optimize breaks and lunches<br />Train agents on how their individual performance impacts your customers and their peers – ever hear of “The Power of One”?<br />Train everyone in your contact center on the importance of schedule adherence.<br />Hold everyone accountable – employees, supervisors and managers<br />
    30. 30. Talk Time in Seconds = 180<br />After Call Work in Seconds =30<br />Calls per Half Hour =250<br />Service Level Objective in Secs = 20<br />Agents<br />Service Level<br />ASA<br />Occupancy<br />30<br />24%<br />209<br />97%<br />31<br />45%<br />75<br />94%<br />32<br />61%<br />38<br />91%<br />21<br />33<br />73%<br />88%<br />34<br />82%<br />13<br />86%<br />35<br />88%<br />8<br />83%<br />5<br />36<br />92%<br />81%<br />37<br />95%<br />3<br />79%<br />38<br />97%<br />2<br />77%<br />39<br />98%<br />1<br />75%<br />40<br />99%<br />73%<br />1<br />41<br />99%<br />71%<br />1<br />0<br />42<br />100%<br />69%<br />Erlang C Calculation<br />How many agents do you need to meet your service objective?<br />What happens to service if you lose one agent because they are out of adherence?<br />What happens to occupancy?<br />
    31. 31. The Impact of <br />Non-Adherence<br /><ul><li>To do the same work with less adherence requires more FTEs
    32. 32. Inconsistent service to customers
    33. 33. Higher occupancy
    34. 34. Real-time team changing the past verses focusing on the future</li></li></ul><li>Schedule Adherence: Learn How to Stop Guessing on Goals<br />Just Released!<br />ICMI Workforce Management Research Report<br />• 545 contact center professionals surveyed<br />• Representing wide range of industries and geographic <br />• Evaluation of contact centers’ workforce management technologies and tools<br />• Examination of the various staffing strategies employed to manage a dynamic workload<br />icmi.com/wfmreport<br />

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