2. The Presentation
1.1. INTRODUCTION:INTRODUCTION:
2.2. REQUIREMENTS ANALYSIS:REQUIREMENTS ANALYSIS:
• VolumesVolumes
• BehaviourBehaviour
1.1. THE NEW APPROACHTHE NEW APPROACH
• Roster CalendarRoster Calendar
• Typical ShiftsTypical Shifts
• Non-Typical ShiftsNon-Typical Shifts
1.1. CHALLENGESCHALLENGES
2.2. CONCLUSION:CONCLUSION: RECOMMENDATIONSRECOMMENDATIONS
Contact Roster Project
Neil & Sekou
3. Contact Roster Project
Neil & Sekou
T
WS
SWOT Analysis
> Oversupply of staff.
> Reduced requirement compared to 2008.
> Positive result from “fixed shift Poll”.
> Possibility to offer time in lieu or holidays to
reduce oversupply.
>Inefficiency in the use of Staff - need for
re-alignment.
> Holidays still being agreed at -4 Stage.
> Begin and End of the month can fall on
any day of the weeks.
> Cannot Forecast the demand over more
than 7 week
> Lack of Overtime
> Requirements are affected by external
factors (AOD, RBS enrolment, Natwest
Enrolment).
O
> Volume of calls decreased from last year.
HELPFUL - To Achieve the objective HARMFUL - To Achieve the objective
InternalOriginExternal
4. Contact Roster Project
Neil & Sekou
Call Volumes Q3-Q4 2008
Call Volumes
R
2
= 0.30
400
425
450
475
500
525
550
575
600
625
650
675
700
725
750
775
800
W
e
e
k
2
6W
e
e
k
2
7W
e
e
k
2
8W
e
e
k
2
9
W
e
e
k
3
0W
e
e
k
3
1W
e
e
k
3
2
W
e
e
k
3
3W
e
e
k
3
4W
e
e
k
3
5W
e
e
k
3
6
W
e
e
k
3
7W
e
e
k
3
8W
e
e
k
3
9W
e
e
k
4
0W
e
e
k
4
1W
e
e
k
4
2W
e
e
k
4
3
W
e
e
k
4
4W
e
e
k
4
5W
e
e
k
4
6
W
e
e
k
4
7W
e
e
k
4
8W
e
e
k
4
9W
e
e
k
5
0
W
e
e
k
5
1W
e
e
k
5
2W
e
e
k
5
3
Week No
CallVolumesperdayinhours
Call Volumes
Linear (Call Volumes)
R2
Ideally nearer to 1
6. Contact Roster Project
Neil & Sekou
The New Approach
• Rotation CANNOT work as there is no clear
pattern.
• We are looking to have everyone on a dynamic
shift
• Requirements NEED to be reviewed at least every
3 to 6 month and re-roster/roster accordingly.
11. Contact Roster Project
Neil & Sekou
NON-TYPICAL SHIFTS
These will NEED to be rostered in a pre-
determined fashion.
The staffing requirements change depending on:
Last Friday of the month
First day of the month
Last day of the month
Bank Holiday
End of Tax Year
12. Contact Roster Project
Neil & Sekou
CHALLENGES:
ROSTERING
Allocations of Activity Time: What Percentage to use?
Lack of consistent data:
Issues with using past data
Lack of future data
Staffing changes in the future:
The need to track shift changes.
eWFM schedules keying is time consuming.
Efficient but complex(i.e: rostering for Non-Typical shifts)
15. Recommendations
SHIFTS & STAFF:
NEED TO BE BETTER SUITED TO BUSINESS
Explore shift options:
Part-time, split lieu days.
All Staff – Need of greater flexibility.
Current level of staffing +/- 55% on fixed shifts.
Different start times Team Members.
A greater/more efficient "Reserve" capacity of staff is required to flex
over during hot spots in the month
Contact Roster Project
Neil & Sekou
