training.

Learn the job. Learn how to work here.

Training from Google Docs isn't the way to go. Introduce a real on-boarding experience to your new hires and keep them much longer.

If any of the following describes your business, you're in the right place:

  • Employees are at different parts of the learning curve.

  • Processes are inconsistent, and so is the Customer Experience.

  • The thought of having to hire more than 2 people at a time gives you crazy anxiety.

Learning and Development focuses on preparing your employees to engage with Customers, and each other.

Setting up a proper on-boarding experience leads to more satisfied and engaged employees. A study showed that 33% of employees look for a new job within the first 6 months due to a poor on-boarding experience. This number could be higher in Contact Centers, where the turnover rate can hover in the 60s. The cost of hiring goes up significantly.

 

You'll also see consistent treatment of your Customers resulting in fewer escalations to leadership and fewer contacts from the same person. This reduces your cost per contact.

Finding the right training method will help create your learning strategy. You may opt for e-learning, recorded or instructor led training delivery. Materials will need to be created and maintained, and your course(s) should also include quizzes, or some way to verify that knowledge is being retained.

  • Can't hire quickly enough to meet Customer demand.

  • Highly reactive and not proactive when it comes to getting the right people in place.

  • Employee productivity is low.

  • Customer wait times are high.

  • You don't have resources available when you need them.

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The WFM Process:

  1. Workforce Management is sort of like fortune telling. Using either historical volume (if applicable) or by calculating drivers, your workload (contacts) are estimated (Forecasting). 

  2. ​Once the workload is determined, the number of resources (or people) required to do the work is estimated (Capacity Planning).

  3. ​After the number of people needed to do the work is calculated, a schedule is put together to ensure you get the right people, in the right place, at the right time (Scheduling).

  4. ​Throughout the work day, real time adjustments to your plan should be happening to ensure the best possible Customer and Employee experience. This means breaks, lunches, meetings and any other activity that takes the Employee away from their primary function must be adjusted, should the day go differently than planned (Tracking).

  5. ​The process ends with Reporting and Analysis where KPIs (key performance indicators) are reviewed and compared to predictions. Depending on the trends identified, adjustments will need to be made to prepare for a new Forecast, at which point, the process begins again.​

© 2019 by The Workforce Pro