Workforce Management Consultants | Fifth Quadrant

Workforce Management

Fifth Quadrant is one of the leading workforce management consultants. Running a successful service organisation means managing the numbers and perhaps the most important number of all is the number of resources required to service your customer contacts. In the 2012 Fifth Quadrant Industry Profile Report we found that Human Resources continues to be the major cost for contact centres in Australia (75%) and New Zealand (72%).

It’s no surprise then that calculating how many staff are required and ensuring that the right people are available at the right times is important. Workforce Management is the art and science of having the right number of people, in the right place, at the right times while meeting a given service level. It can cover the following areas:

1. Forecasting
2. Scheduling
3. Real Time Management
4. Reporting
5. Analytics (Performance Management)

If your calculations are incorrect and you have too many people working, your staff will get bored but if you don’t have enough people and staff occupancy is too high, it will lead to staff burn out. It is therefore extremely important to get it right. If you believe your Workforce Management could be improved but aren’t sure how to do it, Fifth Quadrant offer the following services:

1. Workforce Management Diagnostic Review
2. Workforce Management Skills Assessment and Training Programme

Workforce Management Diagnostic Review (Contact Centre, Back office, Branches)

As one of the leading workforce management consultants, Fifth Quadrant has an established methodology to review the Workforce Management performance of your contact centre and customer service operations. With over 30 years’ combined experience in implementing Workforce Management best practice, reducing costs and improving efficiency, the Workforce Optimisation team at Fifth Quadrant are able to benchmark your Workforce Management performance and provide recommendations on the areas you need to focus on for improvement.

The diagnostic review includes analysis of the following:

1. The current policies, practices, technologies, resourcing and performance of the existing WFM practice;
2. Areas of good practice;
3. Areas of inefficiency and ineffectiveness;
4. Areas of inconsistency in practice; and
5. Recommendations for improvement.

By conducting a Workforce Management Diagnostic Review your organisation will gain insight into:

1. How to reduce costs
2. Improve visibility of actual workload
3. Improve shrinkage visibility
4. Improve scheduling
5. Improve real time management

Feedback from previous customers:

“I wanted to say thank you for the work you have done thus far. We believe you have done a fantastic job.”

Workforce Management Skills Assessment and Training Programme

Fifth Quadrant have partnered with The Call Center School to combine our skills and knowledge in the area of Workforce Management to bring you the best Workforce Management Course on the market. The course teaches best practice workforce management techniques for everyday use in your organisation. We offer both public and private courses. Private courses are customised to meet your needs ensuring that your team know how to build accurate forecasts , analyse trends, build more flexible schedules and effectively manage your resources on the day.

Feedback from past attendees:

“I have learnt so much even though I’ve had years of experience.”

“This is informative, must-have, training.”

For more information contact us: info@fifthquadrant.com.au or Tel: 02 9927 3339.

Read our WFO blog or join our WFO Exchange Discussion Forum to ask questions and find out more about what people are doing in this area.