ICMI can help you gain the benefits of accurate, information-rich staffing models to manage and analyze your personnel needs, now and in the future. Based on the industry-standard Erlang C formula, the models enable you to analyze, schedule and forecast the number of agents you need to reduce wait times and take steps to positively impact customer satisfaction. The models give you an informational foundation to address overstaffing, lack of schedule flexibility and other problems. Let ICMI help you implement staffing models that enable your contact center to increase productivity, reduce staffing costs and enhance budget planning.
SOLUTION DETAILS
- ICMI will come to your site to learn more about your organization. Our objective is to gain a detailed, firsthand understanding of the work performed and the specific demands that you face.
- We will work with you to gather relevant data – including contact volumes, average handle time (AHT), cost per contact information and more. We clean and analyze the data needed for developing the staffing models.
- We transfer critical knowledge on ICMI’s rigorous forecasting methodology that will show how you can use the staffing models to forecast needs ahead of key events and seasonal patterns.
- ICMI’s staffing models are designed to address a variety of workload and contact types.
- ICMI ensures that contact center budget holders, workforce management (WFM), HR, IT and key stakeholders in the operations planning process are involved in the development and approval of the staffing models.
- In developing staffing models, ICMI will use the Erlang C formula to determine the appropriate number of agents to handle your workload. The model’s analytics enable you to look at different scenarios for meeting planning objectives.
- ICMI’s final staffing models deliver deep insight into the various relationships and dependencies in your contact center environment, which provides intelligence for planning and modeling the impact of workflow efficiency improvements.
- ICMI delivers staffing models that can improve the WFM team’s workforce budget planning. The models and accompanying forecasting methodology will aid in cost analysis for WFM processes and staffing decisions.
- Upon the completion of the staffing models, ICMI conducts a full review with key stakeholders in your organization to ensure understanding of the models so that they may be deployed rapidly and maintained as analytical tools for operational planning.
SOLUTION VALUE
ICMI’s Staffing Model Development and Analytics Solution will give you the planning insights needed to manage recruiting and staffing processes and workload planning. Using our models will help you reduce costs and increase the validity and efficiency of your resource planning processes.
- ICMI’s staffing models will enable you to make informed, well-planned staffing decisions that are critical to improving quality, customer satisfaction and productivity.
- The staffing models will provide your WFM team with the information resources it often lacks for workforce
scheduling and forecasting.
- ICMI can help you employ the staffing models to increase the business value of the contact center through improved communication and collaboration with Operations, HR, IT and for your organization’s budgeting and strategic planning.
- ICMI’s models can support sophisticated analytics for doing what-if scenarios, understanding employee turnover, setting budgets and evaluating how to improve quality and customer satisfaction.
