Hello,
Wondering if anyone out there does a manual calculation for workforce management (i.e., determining productivity levels and calculating the number of bellybuttons - or FTEs - needed)?
We are not a true call centre - our customer service representatives are handling calls (typically from sources external to the organization), processing electronically-submitted offers of work from our funders, processing electronically-submitted updates from our funders providing updates on client care/information, emailing internal staff such as schedulers and front line staff (e.g., nurses).
For now, my manual calculator can track volume of work (in the above paragraph) along with the average time for each activity. In some cases, I am also able to show "unfinished" work - work left on the table, so to speak - which allows me to show how many staff we would need for 100% completion of all work (e.g., answering all calls, processing all updates, etc.) I've also factored a buffer that includes meetings, breaks, work not directly related to the activities above, training, etc.
I'm able to show historical productivity for each activity by site and employee, as well as overall productivity. At first glance, it looks like I need to purchase the add-in to obtain the WFM forecasting formulas. The trend line is not an adequate option.
If anyone out there is using a manual approach to this, does it sound like I'm on the correct path? Is there a way to forecast resource needs by day and time without purchasing the add-ins?
Trying to help our local leadership teams understand if they have the right people doing the right things at the right time, and this seems like a complicated, but data-driven approach to take.
Thanks!
Wondering if anyone out there does a manual calculation for workforce management (i.e., determining productivity levels and calculating the number of bellybuttons - or FTEs - needed)?
We are not a true call centre - our customer service representatives are handling calls (typically from sources external to the organization), processing electronically-submitted offers of work from our funders, processing electronically-submitted updates from our funders providing updates on client care/information, emailing internal staff such as schedulers and front line staff (e.g., nurses).
For now, my manual calculator can track volume of work (in the above paragraph) along with the average time for each activity. In some cases, I am also able to show "unfinished" work - work left on the table, so to speak - which allows me to show how many staff we would need for 100% completion of all work (e.g., answering all calls, processing all updates, etc.) I've also factored a buffer that includes meetings, breaks, work not directly related to the activities above, training, etc.
I'm able to show historical productivity for each activity by site and employee, as well as overall productivity. At first glance, it looks like I need to purchase the add-in to obtain the WFM forecasting formulas. The trend line is not an adequate option.
If anyone out there is using a manual approach to this, does it sound like I'm on the correct path? Is there a way to forecast resource needs by day and time without purchasing the add-ins?
Trying to help our local leadership teams understand if they have the right people doing the right things at the right time, and this seems like a complicated, but data-driven approach to take.
Thanks!