seat58F
outsourcing relationships: international, inter-economic, interpersonal
September 4, 2010 ~ 10:40:49 AM * -07:00ST
staffing models
Post # 353 by
rc on April 29th, 2009 ~ 08:04:07 PM
Posted as forecasts, transactions |
No Comments »
there are a few ways to think about helpdesk capacity management, the most common approach is to do some magic to forecast the inbound flow of calls and then to apply some constant transaction efficiency assumptions to determine appropriate shift schedules. the outsourcing organization buys straight headcount or monthly hours, and the service provider makes people available to satisfy that requirement. the impact of planning errors are borne by the agents and ultimately by the end users.
the outsourcing organization can do a better job of controlling its costs if it buys transactions in tiers, and then drills into the origin of each call with the intention of preventing future calls. the service provider could then charge a base rate for volumes under the daily threshhold, and a higher rate (with best effort service levels) for everything above that level.
ultimately, a mechanism that self-regulates the demand coming from the outsourcing organization gives the managed service provider an opportunity to factor in some development time for the agents. the relationship should allow them to deliver a quality service and to advance their individual careers.
transaction monitoring
Post # 154 by
rc on March 30th, 2009 ~ 03:24:58 PM
Posted as transactions |
No Comments »
agents who fail transaction monitoring are normally re-trained, but the monitoring frequency should be increased for several cycles to ensure that the new awareness has really registered.
they can potentially fail in several areas: content accuracy, delivery execution, packaging, or tools usage. delivering the wrong content isn’t helpful, but neither is developing the right content and delivering it ineffectively.
