About Cinareo
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
Productivity/Occupancy
Work Volumes
Target AHT (Tenured Agents)
New Hire Learning Curve
Attrition Rate
Shrinkage Factors
Working Days in Month
Working Hours/Day
Scheduling Interval
Agent to Support staff ratios
Trainer Ratio Calculator
QA Ratio Calculator
Agent salaries by position
Support staff salaries by role
Monthly attrition
Training length
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
-
Effective FTE
-
Required support staff by role
Operational Performance
-
Service Level
-
Average Speed of Answer
-
Productivity/Occupancy
Financial Requirements
-
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
A WFM omni-channel resource & capacity planning system.
Simple.
Understandable.
Practical.
Executable.
Repeatable.
