The presence of each contact center operator in the workplace should be commercially justified. On the one hand, it is necessary to ensure the proper level of service, and on the other hand, to avoid "idle" resources. The WFM module in the XRM Contact Center allows you to calculate the required number of operators and build a timetable for their operation.
Planning of contact center resources is carried out on the basis of analysis of statistical information on the work of operators, the load of lines (number of calls) and the entire contact center as a whole. Based on these data, it is possible to forecast the expected number of calls for the next period, using several models with the need of operators in man-hours. The system implements an hourly load plan (requirements for operators), including, taking into account the trends of the period and the day of the week, which allows you to build a schedule based on shifts and skill groups.
Analytical reporting on the planned and actual volume of calls is dynamically built for each month (with the possibility of detailing by campaign).
Based on the planned load, as well as information from the HR department about the norms and working conditions of each employee, the most efficient and convenient schedules of the call center work are made up.
The construction of the schedule itself is carried out using shift templates and cycle templates.
Team leaders and supervisors using the company shift management system will receive a schedule tracking tool that will increase productivity and discipline in the contact center. Supervisors have access to information about the compliance of the schedule with operators and monitor each of their group of operators in real time.
This allows you to quickly identify deviations from work and properly respond to violations. It is taken into account that there can be exceptional situations - break, training, etc.
