Better performance through Forecasting & Scheduling

Volumes of telephone calls received by organisations have significant hourly and weekly peaks, as well as being subject to occasional sudden increases, making resource scheduling a constant challenge.

Delivery of cost effective customer services with reasonable service levels requires the scheduling of many people operating in complex shift patterns.

  • Is my capacity well understood?
  • Have I been able to answer all calls?
  • What is my unutilised capacity over the year?
  • Do I have any union issues?
  • Do I have back up plans, or plans to acquire temporary capacity?

We can help you implement the people changes and technology required to deliver 5-20% savings, depending on maturity of current approaches to this vital function.