The analysis of information in the WFM process

Information analysis is one of the most complex processes Of all that it involves Workforce Management (WFM). And at the same time, it is one of the least rated by contact centers. Generally, analysis is identified only as the organization of databases and the presentation of information through line graphs, bars, pie charts and — the most daring — scatter charts.

However, it is much more than that. The process of organizing information and its analysis is the heart, the raison d'être of every WFM process. Without analytics, it would not be possible to develop key inputs to feed other processes, such as the creation of intraday distributions or the projection of invoices.

Despite being such a critical process, most contact centers don't give it as much importance as it should be. Tasks such as monitoring short, medium, and long-term indicators; generating reports and monitoring in real time are usually carried out under the premise of contract compliance, rather than because of the critical nature of the process and the importance of continuous improvement.

Analytics and WFM: Data Tells Stories

In the context of contact centers, the information generated by the WFM team is commonly used to explain the results of indicators. But this process can do much more: it can help to leave the scene of”Chronicle of a Death Foretold” in the past.

The first thing to understand about the analysis of information is that it always depends on the target audience.

There are three major hierarchical levels in any organization:

1. Strategic Level: It takes care of long-term plans. It consumes information to develop strategies, discover markets, predict possible futures and seek new business opportunities.

‍2. Tactical Level: Manage short and medium term plans. The information is used to carry out continuous improvement programs, customer behavior review, intraday variation according to seasonality, and others.

‍3. Operational Level: It is responsible for meeting short-term plans, generally oriented to results, maintaining service levels, levels of abandonment, occupancy, and others.

The source of a data may be the same, but the way of presenting the data will depend on the effect you want to achieve at the hierarchical level. It is not the same to say that 90% of the scheduled hours are being completed, to say that you have an absenteeism of 10%. The last sentence may cause alarm, while the first one may leave a problem of occasional absenteeism unnoticed.

The second important aspect to improve data analysis is to understand that you should always have fresh information. In the past, we used to work with manual processes that required a lot of operating time and left no room for analysis time. Currently, The tools dedicated to WFM use technology that allows information to be ordered and presented in the required form in a shorter time. With other additional advantages such as improved human utilization.

Advantages of using analytics tools in WFM: more accuracy in less time

There are multiple benefits that WFM analysts can obtain by implementing data analysis tools. The first is the Reduction of times. In addition, there is a positive impact on the quality of the organization and interpretation of the data.

‍La reduction of human errors And the elimination of manual or routine processes It's the golden dream of every WFM team. Being able to go from performing five or six different steps in an Excel file, to refreshing a view to taking a screenshot with the final data is an advance that every contact center should consider as a priority. This saved time could be invested in training, making the WFM team go from generating data, to interpreting it and making decisions based on it. A human talent will always generate more value than one that only performs routine tasks.

WFM tools usually contain libraries and algorithms that allow complex statistical calculations and correlations between variables which would not be possible with empirical methods. This feature not only provides a time-saving advantage, but also in the generation of valuable information for decision-making at all levels of the organization.

Finding unexpected relationships between different variables opens the way to questions that can generate answers to problems hidden in indicators commonly analyzed through simple averages.

Some issues when analyzing information in WFM

Despite all these benefits, it's always wise to ask yourself other questions regarding this process. The fundamental question should be: Does all the information we are generating and working with provide value for the objectives of the process?

‍It's common to receive constant requests to add a new indicator to daily reports in WFM, or to have quick calculations handy for unforeseen meetings. However, it's useful to ask how much of that information is actually used at all levels. This brings us to the second question: How much information is needed to make decisions?

‍In conclusion, there is no right answer, that will depend on each particular case. What's really important is the level of understanding of the information you have at hand. You can count on the best WFM software, with the Dashboard of the most complete and personalized indicators that can be obtained; but there is no magic algorithm if you do not have the knowledge to interpret the information and use it to obtain better results.

Learn more about InConcert WFM and how it can help you control your operation in real time.