Copyright 2008, ICMI, Inc. International Customer Management Institute (ICMI) (800) 672-6177...

Copyright 2008, ICMI, Inc.

International Customer Management Institute (ICMI)

(800) 672-6177719-268-0305

www.icmi.com


Do You . . .

Want to meet your service level objectives?

Need to cope with response time objectives for email, fax, web callbacks, or correspondence?

Wish you could spend less energy on real-time crisis management in your call center?

Not have the time or expertise to build your own scheduling program?


A Spreadsheet May Be All You Need to Schedule Your Agents

Anyone can use a spreadsheet

No need to learn a new program

No bells and whistles that you’ll never use

Keep it simple!


ICMI’s Scheduling Principles, In ExcelTM

Attended an ICMI seminar? Read Call Center Management on Fast

Forward? or Call Center Management Review?

Then you understand what you need to do!

Have You . . .


Just Add Water (almost) It’s not quite that easy, of course

But we’ve done the hardest parts for you (including the Erlang C calculations!)

And we’ll guide you through the rest

So it’s as easy as anything worthwhile can be

(And if you like, our consultants can set it up for you as a “turnkey” solution)


The step-by-step interactive “wizard” makes it easy to get started


Set Up Your Agents


Schedule All Agent Activities


Set Up Your Service Level Objective Work


Set Up Your Email or other Response Time Objective Work


See What You Need For Every Interval to Meet Service Level Objectives

539 80%

20

Interval Interval %Interval

ProjectionTalk Time

After Call Work

Staff Required on

Phones Adherence

Rate

Phone Schedule

Requirement

8:00 0.98% 5 500 30 5.3 75% 7.18:15 0.98% 5 500 30 5.3 90% 5.98:30 1.72% 9 500 30 8.2 90% 9.18:45 1.72% 9 500 30 8.2 90% 9.19:00 2.64% 14 232 109 8.0 90% 8.99:15 2.64% 14 232 109 8.0 90% 8.99:30 3.37% 18 232 109 9.8 90% 10.99:45 3.37% 18 232 109 9.8 90% 10.9

10:00 3.31% 18 232 109 9.6 70% 13.810:15 3.31% 18 232 109 9.6 70% 13.810:30 3.37% 18 232 109 9.8 75% 13.010:45 3.37% 18 232 109 9.8 80% 12.211:00 3.11% 17 232 109 9.1 85% 10.7

Daily ACD Projection:

Service Level Time (secs):Service Level % Goal:


See Your Run Rate For Every Interval to Handle Response Time Work

4/2/2001100 200

Interval Interval %Interval

Projection

Total Available for Processing

Average Completion

Time (seconds)

Efficiency Factor

Expected Production Based on Schedule

Projected On-Hand -

End of Interval

8:00 0.98% 2 102 600 90% 2.7 99.38:15 0.98% 2 101 600 90% 1.4 99.98:30 1.72% 3 103 600 90% 2.7 100.68:45 1.72% 3 104 600 90% 2.7 101.39:00 2.64% 5 107 600 90% 4.1 102.69:15 2.64% 5 108 600 90% 4.1 103.89:30 3.37% 7 111 600 90% 4.1 106.59:45 3.37% 7 113 600 90% 4.1 109.2

10:00 3.31% 7 116 600 90% 1.4 114.410:15 3.31% 7 121 600 90% 5.4 115.7

Daily E-mail Projection:

Date:On-Hand - Start of day


See Your What Your Agents Are Doing During Every Interval of the Day

Date: Required Staff 4.4 4.4 6.7 6.7 8.9 8.9 11.1 11.1 11.1 11.1 11.1 11.1 10.0 10.0

7/16/2001 Occupancy 84 84 85 87 86 83 85 87 88 83 82 88 89 87

Staff Assigned 2 2 6 6 9 8 9 8 9 10 7 7 8 8 Net Variance -2.4 -2.4 -0.7 -0.7 0.1 -0.9 -2.1 -3.1 -2.1 -1.1 -4.1 -4.1 -2.0 -2.0

Service Level 26.0 26.0 75.0 70.0 84.0 76.0 50.0 40.0 50.0 70.0 20.0 20.0 30.0 30.0

Occupancy 99.0 99.0 99.0 99.0 79.0 90.0 99.0 99.0 99.0 99.0 99.0 99.0 99.0 99.0

Agent ID Number Agent Name 8:

00

8:15

8:30

8:45

9:00

9:15

9:30

9:45

10:0

0

10:1

5

10:3

0

10:4

5

11:0

0

11:1

5

1 Ross PT PT PT PT PT PT PT PT PT PT PT PT PT PT

2 Amos P P P P P PB P O O O O O O O

3 Tucker P P P P P P PB P P P P P P P

4 Erion A A A A A A A A A A A A A A

5 Richardson P P P P P PB P P P P P P

6 Harris T T T T T T T T T T T T

7 Bursey P P P P P P PB P M M M M

Required To Meet Objectives

Impact As Scheduled


See the Big Picture Plus Interval Detail

4/2/2001 100539 139

Interval Required StaffScheduled

Staff Gap

Projected Service Level

Projected Occupancy

Rate

Projected E-Mail On-

Hand

8:00 7.1 1 -6.1 100% 100% 998:15 5.9 2 -3.9 0% 100% 1008:30 9.1 6 -3.1 1% 100% 1018:45 9.1 6 -3.1 1% 100% 1019:00 8.9 9 0.1 100% 67% 1039:15 8.9 8 -0.9 89% 75% 1049:30 10.9 9 -1.9 71% 85% 1069:45 10.9 8 -2.9 24% 96% 109

10:00 13.8 9 -4.8 3% 100% 11410:15 13.8 10 -3.8 19% 97% 11610:30 13.0 7 -6.0 2% 100% 11710:45 12.2 7 -5.2 2% 100% 11811:00 10.7 8 -2.7 30% 93% 12011:15 10.1 8 -2.1 55% 88% 121

E-mail on hand - Start of Day:E-mail on hand - End of Day:Daily ACD Projection:

Date:


See Where All the Time Is Going

Date: 7/16/2001

Activity Code Description

Total Hours

% of Time in Activity

P Phones 96.25 48.13%E Email 30.00 15.00%A Absent 16.00 8.00%F FMLA 8.00 4.00%

PT PTO 8.00 4.00%PB Paid Break 7.00 3.50%UB Unpaid Break 10.00 5.00%T Training 8.00 4.00%M Meeting 6.00 3.00%C Coaching 1.00 0.50%

PC PC Backup 8.00 4.00%O Other 1.75 0.88%

Total 200.00 100%

Activity Code Summary


Make Adjustments Ahead of Time!

See when and where the problems will be

Change schedules and see the impact

Call in reinforcements if needed

Schedule off-phone activities during slow times

Enjoy the benefits of planning!


Remember, It’s Just A Spreadsheet

Add your own calculations

Copy, paste, or link to other spreadsheets

Leverage your ExcelTM skills and knowledge

Create your own Schedule vs Actual reports and save files to analyze so you forecast better


Understand What to Do and Why

We’ll teach you what to do in our step-by-step User Guide

We’ll teach you the concepts underlying the process, too

Learn even more by reading our popular book, Call Center Forecasting and Scheduling: The Best of Call Center Management Review

Included FREE with your purchase!


And The Price Is Right!

It won’t bust your budget . . . it might not even require a cost-benefit analysis!

Only $499!!!! ($424.15 for ICMI Members)

Satisfaction Guaranteed or your money back

Available for immediate download now!


Do It Yourself Or Hire the Consultants?

No software can solve problems by itself

There’s no substitute for call center knowledge and experience if you want the best results

Consider hiring the experts who designed it: ICMI’s Consulting Division

Call or see one of our consultants if you’d like a software and consulting package price


International Customer Management Institute (ICMI)

102 South Tejon, Suite 1200Colorado Springs, Colorado 80903

USA

800-672-6177719-268-0305

719-268-0184 fax

[email protected]


Don’t Do This To Your Callers!

Due to our inaccurate forecasting and ineffective scheduling, your expected hold time is 97 minutes...

Finally, a Truthful Delay Announcement©2008 ICMI, Inc.

Copyright 2008, ICMI, Inc. International Customer Management Institute (ICMI) (800) 672-6177...

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