Optimising your personnel needs can be a big challenge, especially when during high tempo periods. Problems caused by under- or over-staffing can quickly lead to increased personnel costs and an uneven work flow. H1’s Work force management team is made up of forecasters, schedulers and real-time managers who help you improve staffing and make it more effective.
Collect and analyse data
Collect historical data and statistics regarding volumes and call patterns.
Forecasting future call volumes
Create key performance indicators by processing historical data. Analyse and communicate future forecasts as well as the outcomes of historical forecasts.
Resourcing needs and scheduling
Calculate the estimated staffing needs at different interval levels and create flexible schedules, a key to successful staffing.
Analysis and monitoring
￼￼Identify deviations, needs and problems in daily operations and suggest solutions for how the company’s resource planning should be optimised.