Get it right the first time.
Why was Cinareo created?
Old-school Excel spreadsheets and home-grown capacity planning solutions are incredibly limiting, time-consuming, hard to maintain, and challenging to scale for new business opportunities and challenges.
Using spreadsheets to prepare capacity plans:
Requires custom development
Is labor intensive, taking weeks to months
May or may not be using appropriate algorithms
Can be prone to human error and challenging to bug-fix
Puzzling to build for omni-channel interactions or multiple queues within the same channel
Often difficult to update for new programs
Frequently results in errors such as over- or under-staffing and budgeting depending on methodology
In a 130-seat contact centre,
being 1% wrong can cost you
up to $1 million dollars.
Can you afford to be 1% wrong?
Even the leading WFM applications on the market often yield erroneous results as they miss or misapply data inputs resulting in inaccurate staffing levels and financial projections.
They are challenged to differentiate between non-deferrable interactions (e.g., calls, chats) and deferrable work types (email, letters, back office)
They lack consideration of tenured agent AHT, new hire learning curve, attrition rates and shrinkage factors (e.g., paid or unpaid leave and non-productive time)
They use ‘industry standards’ where few exist, and have little consideration for capacity planning of support staff and budget (e.g., Supervisors, Trainers)
They miss key performance indicator (KPI) targets such as cost per contact/work item.
Cinareo closes the gaps in capacity planning, financial analysis and scenario modelling.
Accurately plan and staff across all service channels including voice, email, chat, SMS, social media, in-person, as well as the back office
Balance staffing requirements with desired customer experience levels
Reduce lost productivity with an intelligent yet simplified approach to capacity planning
Minimize WFM administrative and maintenance overhead
Quickly run multiple staffing scenarios when the unexpected happens
Costs of understaffing
1. Poor Customer Service
2. Missed Service Levels
3. Missed Revenue Opportunities
4. Agent Burnout
Costs of overstaffing
1. Financial Impact
2. Inefficient Utilization of Resources
3. Bored Workers
And what if you get it wrong?
Capacity planning drives the customer experience; failing to correctly capacity plan may mean losing customers.
Front- and back-office input variables
Service Level Objective
Target AHT (Tenured Agents)
New Hire Learning Curve
Working Days in Month
Agent to Support staff ratios
Trainer Ratio Calculator
QA Ratio Calculator
Agent salaries by position
Support staff salaries by role
Recruitment time (under development)
Graduation rate (under development)
Output detailed annual & monthly plans, including:
Agent & Support Staff Requirements
Productive Hours by queue / skill
Productive FTE by queue / skill
Required FTE by queue/skill
Required support staff by role
Average Speed of Answer
Total agent salaries
Total support staff salaries by role
Cost of Hiring-Ahead-of-Attrition
Cost of overtime
Cost per contract and work items
Recruitment & Training Plan
Number of agents to hire
Number of classes
Recruitment process start date
Training class start and end date
Forecast of training graduates
Number of trainers required