VIDA Management Consultants

Specializing in Customer Interaction

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Increased Efficiency

Workforce Management consists of forecasting,  scheduling, and intraday adjustments to actual conditions.  At it's core is a multiple-step mathematical process to determine how much staff is needed to manage call volume based on the company’s commitment to provide a specific level of service to customers. There are many automated systems on the market, but smaller centers can usually manage the process using a spreadsheet.  The key success factors are knowledge of the process, and execution.

VIDA Management Consultants can help you optimize your workforce scheduling needs by:

• Measuring the effectiveness of current workforce management practices
• Developing action plans for process improvement
• Transferring knowledge to call center management
• Developing a needs / ROI analysis for an automated system
• Implementing process changes and measuring results

Turnover. Turnover rates of 30% - 50% are common. Companies with “average turnover” are still affected by higher operating costs due to recruiting and training needs; lower customer satisfaction due to inexperienced employees representing the company; and employee morale issues due to job stress, lack of advancement opportunities, or lack of support and job rewards.

VIDA Management Consultants can help you reduce turnover by:

• Identifying root causes of employee turnover
• Developing action plans to address root causes
• Implementing action plans and measuring results

First Call Resolution rates range from 60% - 75% in service centers across industries. This means from 40 to 25 out of every 100 calls are repeat calls. This represents a huge cost savings opportunity, not to mention the impact on the customer’s experience and overall customer satisfaction.

VIDA Management Consultants can help you improve first call resolution by:

• Observing call outcomes and/or survey customers to determine the customer’s perspective of the call.
• Segmenting first call resolution rates by call type
• Calculating cost per call
• Performing root cause analysis to determine first call resolution failures
• Developing action plans to address root causes
• Implementing action plans and measuring results