Seizing the opportunity: Real-Time & Operational Planning

The case study I’ve quoted the most in 2013 has been the EE and “Seizing the opportunity for Real-Time management.”  A case study full of best practice principles and great results.  Communication, ownership and investment in time with the people was a priority.  ‘Power of One’ presentations were delivered for team leaders and the agents and to recruits as part of their induction program.  As a result adherence across all sites has risen.  Playbook is a benchmark for top performance, featuring an up-to-date ‘how to’ guide for all the newly aligned processes – for every queue, every overflow and every business continuity plan.  If you haven’t read the EE case study yet please click here.

“Fantastic overview of innovative service, plenty of relevance despite different business.”  Simon Carr, NHS Direct

 Just some of the key learnings of the E site visit were:
“To use the power of one calculator to show agents/TLs how we work.” Kirsty Watson, British Gas Installations

Always a popular take away from our Planning Insights 1 day course and University Advanced certificate, the Power of One demonstration is a fantastic way of illustrating how a call centre works.  Team Leaders, and managers, need to understand the impact of taking people, unplanned, offline, whilst agents need to understand the impact of going on breaks late or early, or generally not being there.  There is an impact to the business but also their colleagues, “absence makes your friends work harder”!

“How Real-Time is key to delivering KPIs and supporting business objectives but is often undervalued.”  Michelle Gough, Capita

Working towards shared goals aligned to strategic goals is critical for operational success.  Don’t have conflicting targets or short-term incentives that lead to conflict and unnecessary debate.  Real-Time, or operational planning, can support the on-the day management and reforecast, review, refine and refocus the day.

“Love the ‘Play Book’ concept.” Tim Jones, Direct Line Group

Having an operational agreed set of guidelines and triggers for action can help everyone working towards the same goal.  In EE’s case they have developed the ‘Play Book’ which details every process.  “Playbook is a benchmark for top performance, featuring an up-to-date ‘how-to’ guide for all the newly aligned processes – for every queue, every overflow and every business continuity plan.”

“The monetary value of re-investing.”  Martin Sloan, Teleperformance

Take the language that will influence the most and understand what your audience wants to hear.  Finance typically like to know how much money is being saved, so don’t report on 5 minutes a day being saved turn this into a monetary amount and save the equivalent of £ 50,000 pa will be saved.

If you haven’t read the EE case study yet please click here [please add link to EE site Visit], you will also find the UCAS case study from 2012 worth reading.

Phil Anderson,
Contact Centre Specialist,
Professional Planning Forum
phil.anderson@planningforum.co.uk
 
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