Hi all

I currently have a team of 8 WFP's, 5 of which support a single centre that has 39 different enquiry lines. This is managed by grouping the 39 services into groups which are "owned" by each WFP for forecasting. The other responsibilities are rotated every 8 weeks between them: scheduling, real-time, roster build, projects, reporting. We have an organisational directive to significantly reduce the number of incoming lines to the contact centre with a very aggressive timeline while increasing the different number of enquiries we take - sort of becoming a "ring this number for all of your questions" style service. I am wondering, I know there are some major government agencies that have done this (eg 311 in NYC) if anyone has any experience with this from a workforce planning perspective and how you structured your team and what worked/what didn't

Cheers
Soph

Hi Sophie,

Lets look at this in steps

Reading through your description I believe you have 5 prominent busines units handled by one WFP each. Now your aim is to make customers call on one number for all the services that your centre can offer.

Firstly, you will have to design an IVR (Integratd Voice Respone) to help customers through different services you provide on phone.

Secondly, for each service you will have to allot a VDN (Vector Directory Number)that will transfer the call to assigned agent.

Now all your services are aligned to one incoming line, they run on the IVR to select the service and then routed through unique VDN and are presented to the agents.

Reports can be customised by VDNs to enable WFP to plan for individual services.

You may want to take help of tech department to get more insight on the feasibility.

Let me know if you need more clarifications.