Resource Planning
Overview
Our resource planning consultancy goes beyond the conventional practices. It’s not just the tools and techniques that help create excellence; it’s how staff use and interpret those tools. Our goal is to see products, tools, techniques maximised to their full potential thus helping our clients achieve efficiency savings and ultimately enhancing their own customer’s experience.
Tailored Resource Planning Consulting Solutions
With any resource planning engagement the consultancy service typically provides:
Resource Planning Benchmarking – Using our extensive resource planning knowledge we will benchmark and review your current resource planning methodology and tools. Our consultant meets with key customer stakeholders onsite to identify and gain a clear understanding of their unique business requirements and objectives. A detailed recommendations document is then provided.
Recommendations & Project Planning – If you have a new system installation, special project or any other project which requires specialist knowledge this package will either lead or fulfil the missing role in your project and will be a key resource through the project lifecycle.
WFM Systems Configuration - Ensures that the configuration of the your workforce management system (WFM) maximises the needs and dynamics of the contact centre whilst ensuring that all key product features are fully leveraged and customised.
Offsite Support & Post Implementation Reviews - Following any initial consultancy carried out, we provide offsite support via telephone or email at no extra charge for a set period after completion of consulting services. Similarly following product installation, onsite reviews are conducted at suitable intervals, providing a high level analysis of what is working and areas to focus on for improvement.
Key deliverables of the consultancy:
• Provides in-depth analysis of existing coaching and resource planning processes
• Identifies inefficiencies in existing resource planning procedures
• Reviews key components of resource planning lifecycle, the methodology and techniques used, as well as calibration practices and reporting tools
• Provides a detailed plan of action highlighting opportunities for improvement
• Provides effective change management with the introduction of new resource planning methodologies
