Planning & Scheduling (outbound)
WyzPlan ensures that you’re staffing models are accurately reflecting the operation which is being simulated. In order to do that we customize our planning algorithms according to you’re business needs. Few customizations that are necessary but usually missed out while planning & scheduling are detailed below:-
 |
Contact rates are seasonal. Like all contact centers, seasonality is meant to be tamed with the long-term planning process. For outbound contact centers, the probability of contacting customers changes both by customer segment and by season. While Intensity calculations assume that “contactability” is irrelevant, our algorithms account for seasonality. We understand that, the contact rate directly impacts both the speed of the dialer and the efficiency of the operation. For most outbound operations, the probability of contacting their customers certainly changes hour by hour, but also changes significantly week over week. For example, it is harder to reach customers during the summer months, because they tend to be on vacation. WyzPlan suite has the capability to propose flexible staff models that help you manage your Costs of operations & optimize staff utilization. |
|
|
Contact rates are a function of segment, list size, and list quality. I’ll start with the main point: contact rates matter when calling customer lists, otherwise agent scheduling would never matter. The point of planning (and scheduling) is to ensure that the right numbers of agents are available to make calls in the right proportion to the number of customers who are ready to take calls. While common scheduling practices ignore this our Algorithms are designed to factor for it. |
|
|
Wrong party contact rates also matter (and are also seasonal). When dialing, the time required to handle “wrong party” connections is not immaterial — they can significantly change the overall efficiency of the organization. For this reason, the seasonality of both right party and wrong party contacts matter; as the proportion of right to wrong party contacts changes, so does the handle time associated with the average call. Our Algorithms ensure that impact of wrong party connection is factored in |
The Holy Grail in Outbound Staff Planning
If an organization were to add one more phone agent, what would they contribute to improving collections losses? This question cuts to the heart of the matter — it is the basis for marginal economics. This is an incredibly difficult question to answer. As our economies of scale change, the answer to the question also changes. But WyzMindZ experts, use already existing data from customers dailer and customer databases, combine them to come close to this Holy Grail.
|
|
Contactability: WyzPlan Algorithms study the probability of contacting each customer segment as we pass through the dialing list. Further, it track this probability each time dialer attempt a contact, these algorithms determine the diminishing probability of contact for each pass. Finally, WyzPlan uses data associated with our CRM tools, and determine the probability of wrong party contacts each time dialer attempt a call. These algorithms also determine the probability of an aborted call or a dropped call. |
|
|
Handle Times: WyzPlan algorithms determine the handle time associated with a right or wrong part contact |
|
|
Agent Shrinkage and Staffed Hours: WyzPlan uses dialer data, to determines agent shrinkage, and the historical distribution of staffing across every week. |
|
|
Probability of Sale: If you have a sales function, WyzPlan algorithms determine the probability of sale. Similarly, for a collections function, it determines the probability of a promise and a payment. |
In A Nutshell WyzMindZ WyzPlan offering
| Analyze | In order to calculate |
| Contact history, probability of a contact, probability of a wrong party contact, probability of a non contact, and the handle times of each | The number of contacts you’d expect if you prescribe a series of attempts |
| The number of contacts you expect | The number of promises or sales you’d expect |
| For collections: The number of payments you’d receive, the balance, payment due, and the probability of a payment without a contact | For collections: The marginal payment amount associated with making a calling attempt to that customer |
| For sales: The average sale, the sales distribution (for multiple products) | For sales: The marginal revenue associated with making an additional call |
| Agent expense | The marginal profit associated with a dialing attempt |
By walking through this waterfall, WyzMindZ Experts ensure the answer to Holy Grail-- The marginal profit of each agent.
