This is the final part of a three part series dealing with one of the hardest jobs in Service Desk Management. In Part I we looked at how we worked out the number of agents we needed to handle a given number of inbound calls during the day. This number was based on constraints about call waiting and service levels using the Erlang C calculation. In Part II we looked how we organized the number of Agents needed into shifts; and not only that, but how to overlap Agent shifts to deliver a variable supply of agents to match the number of calls coming during different times of the day. We now need to publish a schedule that enables all these factors to be taken into account.
This video will demonstrate how to ‘build’ a 12 month Service Desk Schedule of Agents matching the variable demand profile of incoming calls.
We need to take care of days-off, ensure there are sufficient rest periods, and everyone has a fair and equitable working environment as far as the ‘good’ and ‘bad’ shifts go – though we have discussed that can be a subjective judgement. As always the schedule is business driven to manage inbound calls efficiently and effectively. Value judgements about ‘key employees’, ‘seniority’, and ‘reward’ systems for shift allocation remain largely unproven and so are ignored.
It has over a 12 month scheduling horizon, which will reduce if not eliminate reactive management to short notice changes and unplanned events. Higher levels of Agent satisfaction will be experienced because it enables Agents to plan well ahead. It is probably the most cost effective Agent deployment strategy for this particular demand profile; and is 36% more efficient than adopting a simple non-variable flat supply of Agents over the same period – put another way it really can cost less to deliver more.
Video Part I – The Shift Pattern Rules
Video Part II – The 12 month Agents Schedule