Greetings!
My name is Tom Tritten and I am the WFM Solution Architect for Genesys.
I think I might be able to help you with your questions:
How do I manage Genesys Contact Centre Solutions?
This is a pretty big question! Which solutions are you trying to manage? Are you trying to manage them from a technical perspective or business perspective? Can you elaborate on this question a bit more? Thanks.
What are the basic calculations and datas required to run a day to day outbound call center.
From the administration of the Outbound Campaign itself, you basically need to know who you are calling and why (the Calling List), who are the agents receiving the calls (the Agent/Skill Group/Queue), and how you want the Campaign to be run. This usually consists of the following:
-Dialing method: Preview, Progressive, or Predictive
-Delivery method: Dedicated groups, blended groups, Inbound/Outbound blended...
-Anticipated hit rates: % of good #s vs. faxes/modems/SIT tones, % of live answers vs. Busy/Ring-no-Answer/Answering Machines
-Non-live actions: What to do with fax or answering machines?
Your Genesys Outbound solution has the ability to manage these functions and calculate this data automatically.
Now, if you are interested in how Genesys WFM should be administered with regards to Outbound work, that is a very good question.
99% of the time, from the perspective of an Agent, an outbound call made in a progressive or predictive campaign are no different than an inbound call: The agent gets a call on their headset and a screen-pop of customer data. The only thing that changes is how the agent verbally addresses the customer. Therefore, in Genesys WFM, you will define the outbound campaign as an Activity, and create Staffing forecasts and schedules in accordance with your normal business rules: (Remember, SLAs for Outbound are going to be 100% in <1 second...called customers usually DON'T wait.)
With regards to WFM, the only aspect of an outbound activity that is unique will be how your Volumes forecast is generated. With inbound activities, you really don't know for sure what your customers are going to do in the future, which is why systems allow you analyze past customer behavior and call patterns to try to determine with the greatest degree of accuracy what they will do in the future.
In an outbound campaign, YOU decided when the calls are made, how they are made, what dialing method is used, etc...Therefore, you have the ability to decide just what they Volumes aspect of the forecast will look like. Thus, all you need to do is, using the above listed information about your campaign, define the anticipated call arrival pattern in the form of a Forecasting Template. Once this is done, the rest of the WFM process for outbound activities is more or less the same as for inbound activities.
How does predictive outbound call help to ease the planning.
Predictive outbound campaigns are designed to maximize the utilization of your agent pool by predicting the number of successful connections and quickly delivering them to your agents. This is ONLY effective when your hit-rate is accurate. If you over-dial TOO much, then you run the risk of having more connections than you have live agents, which results in artificially inflating your short-abandons as well as pushing those numbers to be redialed at a future point in the day, which could snowball and destroy the accuracy of your future forecasted intervals. The name of the game is accuracy!
I hope this helped...
Tom Tritten
WFM Solution Architect |