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WFM Self-Assessment

(Benchmark against Industry | Find $ opportunity)

This assessment guides you to the opportunities for improving your Financials & CX.

Let’s start by understanding your Business / Process and People.

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KYC
Your business operates as?
Do you have a specialist WFM Team for all aspects (Forecasting, staffing, scheduling, intraday and reporting)
Staffing
Do all (most) of your key accounts/campaigns use a well-defined "Weekly Staff planning" process ?
What does your company use for Staff Planning?
What business parameters does your staffing plan logic consider to compute and distribute staff requirements between site (s)
Your Staffing Plan projects AHT based on -
Is staff Shrinkage (Leaves, Absence, Attrition, Training, Coaching etc ) part of your Staff planning process ?
The shrinkage factor used in your Staffing plan -
Scheduling
What do your key accounts/campaigns use for Scheduling ?
Which of the below activities form part of the Agent schedules when they are released?
The shrinkage planned in your Agent schedules is -
Which staffing profiles (Employee type mix) do most of your key accounts/campaigns use frequently?
Intraday
Your Intraday Management (Queue monitoring, Schedule adherence, OT/VTO, Callouts etc) is -
What does your Intraday Management group/process provide to its stake holders ?
Do you have Reporting and Analytic's team that provides deep-dive analysis & automation
What type of reports does the reporting team generate
Analysing your inputs and comparing against
Industry Average and Industry Best
Ops Strategy
Have your Key KPIs (such as Service Level targets, ASA, AHT etc) been statistically validated & benchmarked?
At what frequency is the benchmarking of these KPIs statistically validated ?
Do you have a senior WFM expert looking out for optimization opportunities in your business?
Is your routing strategy statistically built for best service delivery and cost optimization
Do you have a Senior WFM expert who evaluates your WFM metrics in your contract to safeguard your interests and ensure maximum returns ?
10% Productivty Gain
*IA - Industry Average     *IB - Industry Best

Staffing

7
0
10

Scheduling

7
0
10

Intraday

7
0
10

Ops Strategy

7
0
10

Monetize your savings

$123,456

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