Old Workforce Management Maturity

1. How is capacity planning conducted in your organization?

Demand is identified by shortage of resources

One time model of capacity requirement prepared for a single initiative

Capacity planning is done based on approved forecasts. Requirements are known by key positions, locations and timing for individual departments

Capacity planning is performed using approved demand forecasts. Requirements are known by key positions, locations and timing for entire organization. Consistent models are used at the enterprise and department level

Resource planning scenarios with dynamic models are used and integrated with business plan. External drivers considered. Requirements and assumptions are documented for each scenario

2. How do you plan for recruitment and training of new agents?

Short term recruiting drives hiring activities

Initiative based plans for recruiting/attrition. Overtime or temporary deployment plans in place. One time compensation /benefit incentives may be offered

Joint HR and operating unit strategy development. Address turnover with coherent programs. Position specific training and development approaches

Organization wide approaches to the development of hiring practices to address attrition in face of technology, process, or environmental changes. External partnerships may be in place. Focused retention strategies are in place

Part of formal business strategy. Hiring ahead of attrition for proactive agent recovery program

3. What governance exists for WFM process oversight?

Workforce planning is not defined as a discrete function

Department level champions in some business areas who develop adhoc processes. Interface with a single HR point of contact

Department manager and HR are responsible for support of individual business units. Processes are consistent across affected units

Workforce planning is a mainstream priority. Accountability exists at the senior level. Consistent approaches to WFM are applied across the organization. Resources are dedicated to the WFM process

Workforce planning is seen as necessary to achieve organizational objectives. Owned by C-suite executive and senior management accountability for performance. Roles, responsibilities and processes are well defined

4. What tools are used in supporting the capacity planning process?

Spreadsheets are used to forecast and capacity plan based on gut feel or available budget

Utilize spreadsheets to forecast and capacity plan based on historical trends. Forecasts and capacity plans are updated on a regular but infrequent basis (e.g. annually or quarterly)

An automated workforce management (WFM) tool is implemented and integrated with the contact handling solution (e.g., ACD). Work demand and average handle time forecasts generated regularly via WFM tool reports

WFM tool is used for capacity planning of agents and support staff in one or more channels, as well as used to build contact center budget and to conduct what-if scenarios based on changes in some parameters

A WFM tool is deployed and managed in an enterprise environment across all contact channels considering work demand, AHT for tenured agents, new hire learning curve, shrinkage and load factors, days/hours of operation, attrition rate, agent and support staff salaries. Capality of running multiple what-if scenarios based on changes in one or all parameters

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