Workload Management
The call center of a mail order company experiences huge
fluctuations in its workload. Once the new catalog is out, the
company needs to handle some 30% more phone calls than usual. And
when the weather gets warmer, the number of orders increases as
well. At these peak times, it is important to continue delivering
quality. Clients do not want to have to be put on hold endlessly,
or wait two weeks for their order.
Problems
- The company has several peaks and troughs during the course of
a year. Some can be predicted, while others cannot (such as
the weather, for example).
- For a mail order company, delivering quality is very important.
If clients are dissatisfied with availability or delivery times,
they will go to the competitor. Clients are not interested in
internal workload issues.
Solution
There is only one solution to this problem: a flexible workforce.
And ProcessRunner can give you one. With ProcessRunner, you can
always keep track of the total workload, while groups of employees
can be deployed when needed.
Results
- The number of outstanding tasks can always be monitored. By
dividing work into groups of employees or specific tasks,
backlogs are easily tracked down.
- Knowing about backlogs makes it possible to create extra
capacity in a timely fashion, i.e. by dividing up tasks
differently or outsourcing them.
- Service levels can always be guaranteed, even during the
busiest of times. Corrective measures make way for preventive
ones.
ProcessRunner always helps increase the quality of
services and provides control over the total workload.