WFM Knowledge

    What is ASA? ASA is average speed to answer a customer call. ASA measures the time taken for a caller to be connected with an agent from the moment the caller is placed in a queue.   How is ASA measured? The average speed of answer helps in evaluating the efficiency and agents accessibility of the call center. ASA (Average Speed to Answer) is the total wait time that the callers are in queue divided by the number of voices calls handled. Average Speed of Answer = Total Waiting Time for Answered Calls / Total Number of Answered Calls Abandoned calls are not considered while calculating ASA. Why is ASA an important metric? Average Speed to Answer shows how responsive the call center is to the incoming calls of the customers. Customers value their time so an understanding of what they are experiencing when they call in is the first step in improving the customer satisfaction.   ASA reflects how effective a service desk is by finding the faste...

What is WFM? Workforce Management (WFM) is an integrated set of processes to maximize the performance levels and competency for an organization. WFM is a system for building, managing and maintaining a productive workforce.   Objective and Role of WFM WFM is  a set of processes designed to achieve and maintain operational efficiency by ensuring that the exact number of people with the correct skill sets are scheduled at the required time . Effective workforce management includes forecasting, planning, staffing, scheduling and making real time adjustments when unexpected fluctuations occur . The objective of WFM is to get the right number of people in the right places at the right times doing the right things.   WFM Activities include: •       Forecasting •       Scheduling •       Vacation & Leave Planning •       Attendance and Time Manageme...

     Every organization spends a huge cost on its working space, infrastructure and operating costs. To achieve maximum efficiency, the infrastructure should be used to its fullest advantage. Seat utilization is the metric that is calculated to understand whether the space and infrastructure is used productively. Criteria impacting seat utilization           Hours of operations           Number of shifts            Number of agents Total Available seats with proper infrastructure  Calculation of Seat utilization Seat utilization refers to the ratio of employees (agents) to seats. The calculation is the number of agents divided by the number of available seats. Example: - you have total 20 seats and 25 agents is 25 so 25/20=1.25. Seat utilization is at 1.25. Let us understand this important concept with more examples 1)    For a company with only one shift the r...