What is it?

The WFM Check-Up is an operational “house call” that includes an analysis of your call center’s WFM technologies, procedures, operational policies and personnel utilization.  We interview your frontline staff and supervisors, management team, and WFM specialists; monitor your WFM processes and systems; and examine your performance reports to make recommendations for improved utilization of the valuable staffing resource in your center.  This review identifies areas that are working well in addition to opportunities for improvement.

What does the WFM Check-Up include?

Our comprehensive approach provides you with:

• An overview of the current state of the call center’s WFM people, processes, and technology
• A comparison between current operations and the vision identified to meet management objectives
• A review of reasonable options for remedying the problems
• Recommendations on how WFM can improve the overall performance of the center

How does it work?

The WFM Check-Up begins with a conference call in which our consultants review your center’s overall strategy for customer contact management and identify specific concerns to be addressed in the analysis.

We keep you involved in every step.  You are provided with a list of specific documents and information to be supplied to TCCS so that we can perform the initial analysis.  This documentation typically includes the following:

• Organizational chart
• Speed of answer goals
• Vendor, model, and version of ACD and WFM tools
• Call routing process documentation
• Email/web handling processes
• One week of representative ACD and WFM data
• Scheduling rules and/or restrictions
• Current WFM team staffing and roles
• Current team schedules
• WFM team training plan
• Cost-per-call information
• Identification of workload drivers
• Priority list of outstanding problems
• Anticipated changes in the near future

What will you will receive?

Upon receipt of the relevant available data, a specific date is scheduled for the site visit by the TCCS consultants. The site visit typically includes two days of on-site observations and interviews by the TCCS consultants. At the end of the site visit, TCCS will meet with the appropriate members of the call center and WFM management team to report on preliminary findings. Within 10 days of the site visit, TCCS will provide a written report summarizing the results of the review including short-, mid-, and long-term recommendations.

For more information or to schedule a site visit, please call our main number at 615-812-8400.