In today's fast-paced customer service environment, agents often juggle multiple communication channels such as chat, email tickets, and phone calls. Effectively managing this multichannel workload is crucial for maintaining high service levels and customer satisfaction. Two primary approaches exist for forecasting staffing needs in such settings:
- Calculating Agents Separately for Each Activity and Summing Them Up
- Integrated Forecasting and Staffing Models
This article explores both methods, highlighting their advantages and drawbacks, and provides recommendations for optimal workforce management.
Approach 1: Calculating Agents Separately and Summing Them Up
Explanation
The first approach involves forecasting the required number of agents for each communication channel independently. For instance, you calculate how many agents are needed to handle chat interactions, then do the same for tickets and phone calls. After obtaining these separate figures, you sum them up to determine the total staffing requirement.
Pros
- Simplicity: Easy to understand and implement.
- Channel-Specific Focus: Allows for dedicated attention to service levels in each channel.
Cons
- Overestimation: Ignores the overlap where agents can handle multiple channels, leading to potential overstaffing.
- Inefficient Resource Utilization: Fails to capitalize on agents' ability to multitask, resulting in idle time.
- Service Level Imbalance: May cause overstaffing in some channels while understaffing others, affecting overall service quality.
Approach 2: Integrated Forecasting and Staffing Models
Explanation
The integrated approach considers the combined workload across all channels and the agents' ability to handle multiple types of interactions. This method leverages multichannel queuing theories and simulation models to provide a more accurate staffing forecast.
Steps Involved
1. Forecast the Combined Workload
- Aggregate Interaction Volumes: Sum the expected number of interactions across all channels for each time interval.
- Calculate Weighted Average Handling Time (AHT)
2. Consider Multichannel Handling
- Concurrency: Factor in agents' ability to handle multiple chats simultaneously.
- Channel Characteristics: Recognize that some channels, like tickets, are not real-time and can be addressed during slower periods.
3. Use Integrated Staffing Models
- Advanced Queuing Theories: Employ models like Erlang A or simulation-based methods that account for varying service times and multitasking.
- Adjust for Concurrency Levels: Modify calculations based on how many interactions an agent can handle at once, especially for chat.
4. Calculate Combined Staffing Requirements
- Total Workload (in hours)
- Effective Working Hours per Agent:
- Base Agents Required:
- Adjust for Shrinkage:
Example Calculation
Assumptions:
- Interaction Volumes:
- Chat: 300 per day
- Tickets: 200 per day
- Phone: 500 per day
- Average Handling Times:
- Chat: 10 minutes
- Tickets: 15 minutes
- Phone: 5 minutes
- Agent Working Hours: 7.5 hours per day
- Occupancy Rate: 85%
- Shrinkage: 20%
Calculations:
- Total Volume:
300+200+500=1,000interactions
- Weighted AHT:
- Total Workload:
- Effective Working Hours per Agent:
- Base Agents Required:
- Total Agents Required (adjusted for shrinkage):
Result: Approximately 28 agents are needed when considering the integrated workload.
Advantages
- Accuracy: Provides a realistic staffing requirement by accounting for multitasking.
- Efficiency: Optimizes agent utilization and reduces idle time.
- Balanced Service Levels: Ensures consistent customer experience across all channels.
Comparing the Two Approaches
Recommendations
- Adopt Integrated Forecasting: Utilize the integrated approach for a more accurate reflection of staffing needs.
- Leverage Advanced Models: Implement multichannel queuing theories or simulation models within your workforce management system.
- Adjust for Concurrency: Especially important for chat interactions where agents can handle multiple chats simultaneously.
- Monitor and Adapt: Use real-time data to adjust staffing levels and maintain optimal service levels.
- Educate Stakeholders: Ensure that planners and managers understand the benefits of the integrated approach for smoother implementation.
Conclusion
While calculating agents separately for each channel is straightforward, it often leads to inefficiencies and overstaffing. The integrated forecasting and staffing approach, though more complex, offers significant advantages in accuracy and resource utilization. By considering the combined workload and agents' multitasking abilities, organizations can optimize their workforce management, leading to better service levels and customer satisfaction.
By embracing an integrated approach, businesses can ensure that they are not only meeting but exceeding customer expectations across all communication channels.
