Icmi calculating schedule adherence
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ICMI Presentation at NECCF Expo - Calculating Schedule Adherence
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Icmi calculating schedule adherence
- 2. Schedule Adherence: Learn How to Stop Guessing on Goals Presented by: Wendy Fowler and Brent Haferkamp Senior Consultants, ICMI
- 3. Schedule Adherence: Learn How to Stop Guessing on Goals Define – Schedule Adherence Factors to Consider When Setting Your Goal How Can You Improve Schedule Adherence The Impact of Non-Adherence Questions
- 5. when they were logged in compared to scheduled time to be logged in(compliance/conformance)Note: Most WFM systems do not impact you if you are working when you should not be…but all systems impact you if you are not working and you should be.
- 7. What is your schedule adherence goal?
- 9. 91% - 94%
- 10. 90%
- 11. Less than 90%
- 14. Too rigid
- 15. Too Flexible
- 16. Wrong Goal
- 18. Average Handle Time (AHT)
- 19. Average # of non-phone scheduled events per day
- 20. Amount of non-productive time allowed per dayLet’s take a closer look.
- 21. What Should Your Schedule Adherence Goal Be?
- 22. ICMI Calculations for Determining Schedule Adherence Targets
- 23. What Happens if We Change AHT?
- 25. Should you?
- 26. Do you have different schedule adherence goals for full-time staff vs. part-time staff?
- 30. Talk Time in Seconds = 180 After Call Work in Seconds =30 Calls per Half Hour =250 Service Level Objective in Secs = 20 Agents Service Level ASA Occupancy 30 24% 209 97% 31 45% 75 94% 32 61% 38 91% 21 33 73% 88% 34 82% 13 86% 35 88% 8 83% 5 36 92% 81% 37 95% 3 79% 38 97% 2 77% 39 98% 1 75% 40 99% 73% 1 41 99% 71% 1 0 42 100% 69% Erlang C Calculation How many agents do you need to meet your service objective? What happens to service if you lose one agent because they are out of adherence? What happens to occupancy?
- 32. Inconsistent service to customers
- 33. Higher occupancy
Notes de l'éditeur
- Wendy
- Most systems do not impact you if you are working when you should not be but all systems impact you if you are not working and you should be.
- Wendy – 7 minutes
- Now that we have an idea of where everyone is at, how you came up with goals, who is meeting their goals, who is not, who is awake and who isn’t, let’s talk a little about…
- Brent – 11 minutes
- If different queues/skills have different handle times, it may be worth exploring whether they should have different schedule adherence goals as well. As we just seen in the previous example, all things being equal, a person in a queue that has an AHT of 8.3 minutes is more likely to achieve a schedule adherence score of 88% while the person in the queue that averages a 5 minute AHT can achieve a score of 90%.
- Interesting that a part-timer who is working only 4 hours per day in the skill that has a 5 minutes AHT and only receives half the additional minutes of non-adherence time is still more likely to hit a 92% SA. This is because they are less likely to be caught on the phone during a scheduled non-phone activity since they are scheduled for fewer of them on average. (Fewer breaks and lunches.)
- Brent – 15 minutes
- This is a good example of “The Power of One”. One agent means the difference in meeting and not meeting service levels.
- In this scenario, the workload does not change, however, in order to do the same amount of work with less adherent staff, requires more people. You must continue to increase staff to offset the loss in productivity due to non-adherence.