It's nearly that time of year again, "the race that stops the nation" is next Tuesday and we hope you’ve got your plans in place.
Melbourne Cup is an unusual event:
With all unusual events, it is important to ensure that you record the impact each year in terms of distribution of contacts across the day and the total number of contacts received. Some holidays fall on different days each year however Melbourne Cup is always the first Tuesday in November. You also need to consider any business changes that may have taken place over the past 12 months as this may also change the impact. Looking at previous years data, did Melbourne Cup have an impact on any of the days leading up to it or after it?
Take a close look at your staffing from last year. Did you have higher annual leave for people wanting to attend Melbourne Cup events? Was sick leave higher or lower than usual? Was there a drop in agent adherence to schedule that day?
The important thing is to be prepared and review last year's performance as much as possible to eliminate any surprises.
As a Real Time Analyst ensure you have plans in place for what to do if the day turns out to be different to what was expected. What should you do if you have more contacts than planned, less contacts than planned or less staff than planned?
Actions for the next day:
It is a good idea to complete a comprehensive post Melbourne Cup review so all information is captured to assist with next year’s planning.
If there was an impact on your centre, make sure you don’t include this day into your normal volume or distribution data as this will distort your normal pattern and day of week distribution. Either normalise the data or remove it.
A few stats for those interested:
So ladies and gents get ready to place your bets. In all the excitement don’t forget to ensure you have reviewed your forecast for changes in calls, AHT and staffing and be prepared for whatever the day may hold. Good luck and I hope your horse wins.
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