Reminder to self: fix the paging...

John

Chris

I am speculating, so forgive me, but would it be possible to simplify the operational (and therefore resourcing) requirements by block training staff - e.g skill set 1 = 4 clients, skill set 2 = 4 clients, usw. If you (for the sake of example) do 4 clients per set you reduce the skill sets to 9 instead of 36. This should make things far more straight forward both operationally (including QA, training, management, etc) and from a resource point of view.

If off key then sorry, but must say 36 still feels wrong.

Chris

Certainly sounds like you have your hands full, good luck with whatever you decide to do.

As for the raging debate on which product to pick, should you decide to go for WFM then I can only say that the only "dissatisfied masses" I know are those which struggle with Excel every day.

Eamon

Hello All,

Firstly thanks for all the in-put.

I think for the current time I will be sticking with excel, however I do not know enough to fully devise the best excel solution, would anybody mind sharing theirs with me so that I may be inspired?

I know its a lot to ask, but it would be apreciated.

Thanks

Chris

Hi all,

Even I am using the Excel spread sheets to maintain the break scheduling for the strength of 80. how exactly i am doin is i have the call volume forecasted on the weekdays, ex : for monday, tuesday on hourly basis,
so according to that i have forecasted the agent requirement for that particular hour, then in an excel spread sheet which has 15 mins of break up throught the day, i go one giving the breaks
some steps wht i followed :
1) not to give breaks at the beginning of one hour and ending of one hour
2) breaks will start only after 1 hr.
3) depends on the shift how the breaks are assigned
ex: morning shift i.,e 7.00 am - 4.00 pm breks will be (15-30-15) brk up
in the evening shift like 7.00 pm - 4.00 am breaks will be (30-15-15).

Maintaing of the breaks, we have the AHT of 10 mins
so if an agent has a break at 10.00 then he can take at 9.55 or at 10.05 means i m giving a leaverage of +/- of 10 mins,

One more problem is since we are in the tech support, we have lots of outages on and on this is creating wear and tear in the data.

need ur input on this