WFM
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The document outlines several action plans to enhance client response rates and meet service level targets. It includes ensuring 24/7 analyst availability, aligning with operations, and being proactive about client requests. It also details service level recovery plans focusing on resource utilization, call control metrics, and overtime. A service level justification and action plan is outlined covering forecast accuracy, call drivers and preventative actions. Finally, a team motivation plan suggests ensuring tools and targets, weekly meetings, outings, development plans, and promotions.
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- 2. • How to enhance response rate on client requests. • SL Recovery Action Plan. • SL Justification and Action Plan. • Team Motivation Action Plan.
- 3. How to enhance response rate on client requests. • Ensure RTA’s availability on 247 availability basis: • Real time analysts should be available all day handling all LOB’s to ensure fulfilling client requests. • Alignment with Ops in terms of sharing call drivers and applying recovery and enhancement action plans. • Ensure being proactive towards client requests by preparing Q status and highlight in case of any threatens noticed.
- 4. SL Recovery Action Plan. Ensure utilizing best resources with best capabilities in peak times. Control AUX percentage. Minimize breaks during spikes. Dedicate resources on dropped skills. Control AHT and Long calls percentage. Ensure all available resources are on Q. Apply overtime if needed.
- 5. SL Justification and Action Plan. Items to be included in SL justification: Forecast accuracy . SL based on interval view (Forecast-Offered-Handled) Handled VS forecast percentage. AUX percentage during the dropped intervals. Call drivers and actions taken to highlight, share and follow up. Preventive Action Plan. Review upcoming schedule and make necessary changes. Review skill distribution and assigning based on the current situation. Share AHT, LC and AUX outlines with Ops to take related actions. Apply overtime and cancelling Off days if needed.
- 6. Team Motivation Action Plan. Ensure all needed tools are available to achieve needed targets avoiding work load. Schedule weekly meetings for the team to discuss performance and obstacles and how to enhance. Prepare for outings to strengthen team spirit. Put a development plan to the team in areas related to work. Make sure KPI’s are representing the needed targets. Check the availability of promotions between different departments.
- 7. Thank You