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Why Workforce Management Systems Fail - Question and Answer with Bob Webb, VP, Pipkins, Inc.

May 31, 2012

Why Workforce Management Systems Fail
Q&A with Bob Webb, VP, Pipkins, Inc.

Q: Pipkins states that 78% of their install base is replacement systems. Why is this percentage so high and what are some of the most common problems encountered by call centers when purchasing workforce management systems?

Webb: Workforce management is based on science and should be approached from a scientific perspective. Only systems whose algorithms have been tested over time and proven accurate will produce forecasts that eliminate scheduling errors such as under- and overstaffing. Many of the systems we replace lack critical functions and flexibility to meet the needs of call centers; or, their platform is unable to maintain sufficient historical call data to generate accurate forecasts. The most common problems that we encounter with systems we have replaced are inaccurate forecasting and an inability to generate requirements at the interval level. Both of these problems are tied to inadequate scheduling algorithms.

Q: Why is forecasting so important?

Webb: Accurate forecasting is the foundation of call center scheduling. Without it, staffing errors occur. In a skill-based routing environment, accurate forecasting is the critical component of workforce management. The only way to correctly plan for anticipated workloads is accurate forecasting.

Q: What determines accurate forecasting?

Webb: Workforce management software should use mathematical algorithms for accurate agent forecasting and scheduling based on data exclusive to each center’s target service levels, fluctuating call volumes, agent skill set, and “what if” scenario requirements. Accurate forecasting takes into account all the historic and future dynamics. Correlated forecasting, which is forecasting for specific events such as catalog drops or other marketing events that cause wide fluctuations in the volume of calls that must be processed, can only be performed by the most sophisticated systems.

Q: What components of workforce management software ensure accurate forecasting?

Webb: There are several components, including: the amount of historical data available; the nature of the data; the forecasting period; an infinite number of different service objectives on one or more work streams; and, algorithms that reflect real life customer behavior. Special events must be treated differently; for example, mail drops, campaigns, and special promotions should be quantified; and, e-mail chat and back office should have service objectives reflecting the way that work is handled.

Algorithms should include curve mapping and pattern recognition. In environments where workloads regularly ebb and flow due to marketing activities and other definable variables, Historical Trend Analysis is the only way to ensure proper staffing because it is the only methodology that can incorporate complex historical trends in its calculations. Without pattern matching to predict different customer behavior for different events, the risk of over- or understaffing increases dramatically. Historical Trend Analysis not only accurately predicts the continuation of trends, but the more advanced algorithms also incorporate pattern recognition to fine-tune forecasts for special events like promotional mailings or national holidays.

Q: Do you have recommendations for centers that are considering upgrading or purchasing a new system?

Webb: Make sure you understand how you measure forecasting metrics. What metric do you most closely consider? For example, which is more important - average speed of answer or average handle time? How do you measure average handle time? Is it just talk time or talk time plus after-the-call wrap?

Another important consideration is being prepared to handle at-home agent scheduling, the single biggest phenomena to hit the industry in years. Also consider performance based scheduling. While it increases overall productivity and motivates associates to perform based on key performance indicators, it may result in turnover from tenured associates who suffer from low morale because of not so friendly competition.

Q: How can customers ensure they are purchasing a system that will address their needs?

Webb: Marketing hype cannot change the fact that if forecasting is inaccurate, everything else will be off balance. Understand both your needs and your goals and choose a system that can support both while leaving room for future growth. Do your research and buy a workforce management system that can handle your business needs now, and be expanded when necessary.

About Pipkins
Pipkins, Inc. has been a leading supplier of workforce management software and services to the call center industry for the past twenty-seven years. Vantage Point, Pipkins’ premier product, is the most accurate forecasting and scheduling tool on the market. An industry leader with thirteen industry-first applications, Pipkins’ systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide. For more information, visit www.Pipkins.com.

 
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