Workforce Management Software Suite by Phi Division Ltd

Workforce Management Software Suite by Phi Division Ltd, Hungary

The challenge Number of agents in half an hour Call curve Workforce cost is 40 -60% of total operational costs of a call center. 20 -30% average fluctuation should be calculated which influences availability of call center. 10 8 6 4 2 interval (min) Underseating – reduced free time Overseating – growing free time Workforce planning which fits for call curve or optimization of existing workforce for call curve? Underseating – negative customer experience Overseating - no significant added value 29 27 25 23 21 19 17 15 13 11 9 7 5 3 0 1 Strategic service expectations (service levels, call control theories, open hours, composition of workforce, division of labour) creates the framework of workforce planning. 12 Number of calls Distribution of incoming calls is not constant. Not controlled, external factors affect call quantity. call queues above the line, free agents under the line

Management Summary Contact center outsourcers, financial services, travel, hospitality, telecommunication providers, retailers and ecommerce companies are some of the most frequent users of contact center WFM software. Enterprises using WFM solutions to report the following achivements: Market. Scope: Workforce Management Software for the Contact Center Wendy S. Close, Tom Berg Document Type: Strategic Analysis Report Note Number: R-21 -0614 • Reduced time to create agent schedules by 45 percent to 90 percent • Increased service levels by 10 percent to 13 percent • Decreased payroll costs by 10 percent to 13 percent • Decreased call abandon rates to 3 percent. (Overall call abandonment rates consistently average around 7 percent; however, the best-performing 25 percent of desks average only 3 percent abandonment, according to Gartner Measurement. )

Case study: workforce mgmt automation for a leading telecom service provider Manual roster making, based on historical data Chaotic seating, decreasing workforce satisfaction Varying quality parameters Human resources out of proportion to service level achieved Requirement analysis, determined by planning inputs Preparing system specification • Flexible roster that easily follows unpredictable events • Supporting infrastructure, time of preparing roster reduced radically • Steady service level System implementation and support

Architecture of main modules Phinesse overtime Phinesse outbound Csiribiri client Csiribiri admin Phinesse DB roster builder Application & communication server Imitátor client ACD Phinesse DB planner Phinesse DB Event/ message server CMS loader CTI CMS XML loader XML files Phinesse XML planner Phinesse XML roster builder

Integration to AIC Break/ACW/consulting transfer permission Phi. Nesse Break/ACW/con sulting transfer request On line traffic Agent data by state skill actual data AIC

Making roster without WFMS A roster can be made this way as well… WFMS is most useful at 35 agents or above Depends on complexity of roster (number of skills, cross-login etc. )

With Phi. Nesse This way: Input data processing Output data

Input data Time period Planned traffic by skill (historical data + trends) Labour regulations Service-Level expectations Requirements of agents (ad hoc / regular) Quantity of back office activities, outbound campaignes, breaks Planning of outsourced workforce Number of seats (by skill) Agent-Skill, cross-login Parameters of shifts (length, start time, etc…)

The ideal output Should fit annual Service Level requirements. No accumulation in Back Office activities. Efficiency of outbound campaigns should be satisfactory for the procurer as well No violation of labour laws, local regulations and collective agreements Agents work in a friendly atmosphere, where their personal requests are considered in the roster. Shifts should be swapped simply and without managerial involvment between agents with the same skills.

The process of automated roster Initial, static parameters Erlang table for workforce requirement based on expected service level Prediction of traffic curves based on historical data and trends Workforce requirement calculation based on Erlang values by skill Defining forecastable personal requirements, assigning skills Defining shift plan Defining dynamic parameters Building the roster automatically