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Night shift

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

 

Image of hand holding scale

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 workforce management 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

Capacity Planning Wheel

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

Customer service drivers

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 workforce insights tool that complements any WFM platform.

Simple.
Understandable.
Practical.
Executable.
Repeatable.

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