Forecasting, Staffing and Scheduling

What is a Forecasting, Scheduling and Do You Need a Benchmark

Staffing Benchmark Review? Review by COPC Inc.?
The Forecasting, Staffing and Scheduling (FSS) Benchmark If one or more of the following
Review by COPC Inc. gives you a quick and detailed issues is true for your operation, you
overview of your forecasting, staffing and scheduling need an FSS Benchmark Review:
processes and provides specific recommendations about • Overall service level is
how to improve these activities. consistently missing the
target, and your workforce
management group cannot
Information Onsite
Analysis Final seem to fix the problem.
Gathering & Assessment Report
Planning
• Overall service level is hitting the
target at the end of the month;
This onsite assessment of FSS activities is conducted however, there is wide variation
over a four- to five-day time period by COPC Inc. staff in across the intervals.
combination with your workforce management team. The • Customers are complaining that
review includes observations, interviews and data analysis they are getting busy signals or
of your FSS processes. This includes forecasting, capacity excessive wait times.
planning, tools usage, scheduling and real-time management • Costs of running the contact
functions. At the conclusion of the onsite review, the COPC center are increasing, while
Inc. team will provide a report based on our onsite findings. occupancy and utilization metrics
are below benchmark levels.

www.copc.com
A Sample of Our Benchmark Findings
Figure 1 is an example evaluation of forecast
volume. When actual daily volume was
compared to forecasted volume, we found
that forecasted volume was only accurate
14% of the time during the month, rather than
a targeted 70 percent.
Figure 2 shows how well a contact center
was managing service level. Because the
center was managing to a daily service level
rather than to a performance band, service
level varied greatly throughout the day and
customers received a varying experience
depending upon the time of day they called.

An Overview of Our FSS Report

• A detailed description of the FSS process Figure 1
and relevant benchmark performance and
practices
• COPC Inc.’s assessment of where and
why your FSS process is working and
where and why it is not
• Recommended operational improvements
to provide consistent levels of service,
quality and efficiency to achieve best-in-
class performance
• Short- and long-term plans for improving
the performance, focusing on areas with
the maximum impact
Figure 2

About COPC Inc.

COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for operations that
support the customer experience. The company created the COPC Standards, a collection of performance
management systems for call center operations, customer experience management, vendor management, and
procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the
company is an innovative global leader that empowers organizations to optimize operations to deliver a superior
customer experience across all channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and
with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. www.copc.com.

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Shreekant Vijaykar  Naoki Nemoto Alejandro Del Riccio James Cammareri
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