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Bringing Operational Planning into one team created the opportunity to realign structures, develop relationships, share best practice and re-engage with the contact centre itself, gaining trust and building business partnerships. A new planning process was introduced, together with a review of opening hours and best times to dial, for outbound. A re-evaluation of MI led to new efficiency metrics & reporting. This expanded understanding of resourcing needs, supporting better performance and engagement. As a result, adherence is up 3% and attrition has dropped 5%. An automated holiday process has saved each analyst 3 days’ work a month and empowered agents. As well as providing support, the planning team now has an advisory function within the business, leading to a greater level of support and partnership across the business.

Key Results 

• Attrition dropped 5%, average length of service is up to 44 months
• Employee engagement up from from 76% to 80%
• Automated holiday process saves 3 days per month
• Average of 70 advisors swapping shifts saves 2 days per month
• Adherence uplift of 3.3%
• A further 5% increase in Customer Time expected by the end of 2015
• In outbound, hours delivery against agreed Month Ahead Plan is up 9%