Day after Day… My Olympic Challenge

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Day after Day My Olympic Challenge. Challenges in Managing BCH Call Centers Chantal Gagn General Manager Workforce Management Shared Services Bell Canada July 24th 2004. Day after Day My Olympic challenge. Work Volume Forecast - PowerPoint PPT Presentation

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<ul><li><p>Day after Day My Olympic ChallengeChallenges in Managing BCH Call Centers</p><p>Chantal GagnGeneral Manager Workforce Management Shared Services Bell Canada July 24th 2004</p></li><li><p>Work Volume ForecastPerformance against Industry Benchmark: Targets and Expectations Optimal Workforce ManagementTechnologyImplicit Challenges Day after Day My Olympic challenge</p></li><li><p>Work Volume ForecastGrowth inherent to an evolving telecommunication industryImpact of change in economic conditions Impact of advertising: especially with the Vision of One messagesImpact of self-serve applications: WEB and IVRImpact of more complex productsProductivity initiatives</p></li><li><p> Performance against Industry Benchmark: Targets and ExpectationsBenchmark corresponding to our reality</p><p>Uniqueness of each line of business</p><p> Defining exceed expectation</p></li><li><p>Optimal Workforce ManagementBlend Environment Inbound and Outbound callsVoice contact and e- contact</p><p>Balance between training costs for Mass agents &amp; implementation of smaller specialized queues </p><p>Schedules matching force to load while minimizing impact on employee work conditions (retention)</p><p>Ratio and working conditions of part time resources and forecasted needs for flexibility</p></li><li><p>TechnologyQuick evolution of products offered to Call Center managersEvaluation of the quality of existing software (Scheduling and Call Routing systems)Process improvement to support/optimize implementation of technologyDesign a voice response system that reduces misdirected calls, increases self-serve options and satisfies customers</p></li><li><p>Implicit challenges Need to quickly take action Change management Recruitment of specialized resources that can take up intellectual challenges in a fast-pace business environment</p></li><li><p>Thank you! </p></li></ul>