Last week saw the launch of Fifth Quadrant’s 2011 Workforce Management Market Report for Australia and New Zealand, and as we prepare the report for Asia and the International audience here is a quick reminder of some key stats for Asia based on the 2010 study:
- 6 out of 10 centres surveyed across Asia have a WFM software solution with India (78%) being the most likely to have this technology
- Less than half of the workforce planners across Asia have had training in the competencies of forecasting and scheduling or official training on how to use their WFM software
- Many centres in Asia are still not forecasting at an interval level (15 or 30 minute)
- 40% of centres in Asia do not allow for shrinkage when calculating staffing requirements
- 62% of centres are using target shrinkage set by management rather than actual shrinkage which helps explain why the average shrinkage used is only 19%.
We are extremely excited about the forthcoming release of the International report so we can see how the Asia industry has progressed since last year with regard to WFM.
Hopefully the industry has realised the importance of WFM to the contact centre and have made investments into WFM software and training of staff and made improvements to forecasting, scheduling and intra-day management processes.
Once the WFM processes, resources and tools are in place, then organisations can benefit from having the right people at the right place at the right time - staff are happy, the business is happy and customers are happy.
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