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WORKFORCE OPTIMIZATION
PART 1 – UNDERSTANDING UTILIZATION & LABOR SPEND
CHARLES A. WATSON
CEO, INNOVATIVE WORKFORCE SOLUTIONS
Innovative Workforce Solutions, LLC © ALL RIGHTS RESERVED.
• THE ACTUAL FTE REQUIRED FOR WORK IS A FRACTION OF YOUR TOTAL COSTS
• OTHER FACTORS, SUCH AS IDLE TIME, SHRINKAGE AND LOST TIME DRIVE COSTS
• UNDERSTANDING THESE FACTORS ARE CRITICAL TO MANAGING COSTS
WHERE DO YOUR LABOR DOLLARS GO?
Innovative Workforce Solutions, LLC © ALL RIGHTS RESERVED.
Total FTE Paid
Lost Time
Shrinkage
Idle Time
Actual FTE
required for
work
LEAKAGE IN THE CONTACT CENTER
A HOUSE WITH 3 FAUCETS LEAKING ONE DROP PER MINUTE, LOSES 104 GALLONS OF
WATER A YEAR.*
YOUR CONTACT CENTER HAS “DRIPS” AS WELL - MANY AREN’T MEASURED WELL,
MUCH LESS ACTIVELY MANAGED
HOW MANY GALLONS OF MONEY ARE YOU LEAKING PER YEAR?
Innovative Workforce Solutions, LLC © ALL RIGHTS RESERVED.
*Source: US Geological Survey
WHERE ARE YOUR “DRIPS”?
Paid Time
Logged In
Available for
work
Actual
Work
Innovative Workforce Solutions, LLC © ALL RIGHTS RESERVED.
Employees are paid for a full day, usually 8 hours in the US…
…but are generally available for actual production for 5.3 of those 8 hours…
…and ultimately, you get about 3.7 hours of actual production…
What causes this?How do we improve it?
…so you’re asking…
FIRST THING’S FIRST –ARE YOUR TIME TRACKING SYSTEMS CALIBRATED?
• EMPLOYEES ARE USUALLY PAID BASED ON A LOGGING SYSTEM
• IF THAT LOGGING SYSTEM ISN’T TIED TO YOUR PHONE SYSTEM, YOU LOSE TIME
• ARE EMPLOYEES WORKING THEIR SCHEDULES?
• WORKING UNSCHEDULED HOURS DRIVES OT COSTS
• WORKING TOO FEW HOURS AND YOU MAY STILL BE PAYING FOR IT
• ARE EMPLOYEES ACTIVE ON THE PHONE SYSTEM?
• ADHERENCE ONLY TELLS PART OF THE STORY
• DID AN EMPLOYEE WORK THE CORRECT SCHEDULE 90% OF THE TIME OR…
• DID THEY ONLY WORK 90% OF THEIR SCHEDULE?
Innovative Workforce Solutions, LLC © ALL RIGHTS RESERVED.
• SHRINKAGE (PAID TIME NOT IN PRODUCTION) COMES IN 3 FORMS:
1. NON-DISCRETIONARY – E.G. PAID TIME OFF
2. DISCRETIONARY – E.G. TRAINING, COACHING
3. VALUE DRAINING – E.G. SYSTEMS OUTAGE
SHRINKAGE –WHERE ARE YOU PAYING YOUR EMPLOYEES TO BE?
Innovative Workforce Solutions, LLC © ALL RIGHTS RESERVED.
Are you actively managing this spend or letting it happen to you?
OCCUPANCY –THEY’RE ON THE PHONES, NOW WHAT?
• LOW OCCUPANCY IS DRIVEN BY SEVERAL FACTORS
• HIGH IDLE TIME IS NOT PRODUCTIVE AND CAN HURT EMPLOYEE MORALE
Innovative Workforce Solutions, LLC © ALL RIGHTS RESERVED.
Do you measure these metrics against the industry?
WHERE DOES THAT LEAVE US?
• MOST CONTACT CENTERS GET <50% OF PAID TIME IN ACTUAL PRODUCTION (UTILIZATION)
• MANY OF THESE FACTORS ARE MANAGEABLE
• AS BUSINESS GROWS, THIS INEFFICIENCY BECOMES A LARGER DRAIN ON EXPENSES
Innovative Workforce Solutions, LLC © ALL RIGHTS RESERVED.
8
3.7
.32.4
1.6
0
2
4
6
8
Paid Time Time Tracking Loss Shrinkage Loss Idle Loss Actual Production
TYPICAL CONTACT CENTER
Hours
Per
Day
TAKE ACTION – STOP THE LEAKS!
• TIE TOGETHER YOUR TIME TRACKING SYSTEMS
• ENSURE YOU ARE ACTIVELY SETTING BUSINESS TARGETS FOR SHRINKAGE AND SERVICE LEVELS
• HAVE WFM QUANTIFY THE IMPACT OF INFLEXIBLE WORKFORCE AND SCHEDULING CONSTRAINTS
• MOST IMPORTANTLY, ACTIVELY MANAGE THESE DRIVERS – DON’T LET IT JUST HAPPEN TO YOU!
Innovative Workforce Solutions, LLC © ALL RIGHTS RESERVED.
NEED MORE INFORMATION OR SUPPORT?
INNOVATIVE WORKFORCE SOLUTIONS HAS EXPERTISE IN OPTIMIZING
CONTACT CENTERS
CONTACT US FOR MORE INFORMATION
CHARLES A. WATSON
CEO, INNOVATIVE WORKFORCE SOLUTIONS
HTTP://INNOVATIVEWORKFORCE.SOLUTIONS
Innovative Workforce Solutions, LLC © ALL RIGHTS RESERVED.
