- Intraday Management
- The real-time monitoring and adjustment of staffing, schedules, and operations throughout the day to optimize performance and achieve service level targets.
Intraday Management is the real-time monitoring and adjustment of staffing, schedules, and operations throughout the day to optimize performance and achieve service level targets. It involves continuously comparing actual performance to forecasts and making adjustments as needed.
Key Components of Intraday Management
Real-Time Monitoring: Continuously tracking: - Current call volume vs. forecast - Service level performance - Agent availability and adherence - Queue status and wait times - Abandon rates
Performance Comparison: Comparing actual performance to: - Forecasted volume - Service level targets - Schedule plans - Historical performance
Adjustment Actions: Taking actions to optimize performance: - Adjusting break times - Calling in additional staff - Sending agents home early - Reallocating resources - Adjusting routing
Why Intraday Management Matters
Service Level Achievement: Real-time adjustments ensure service level targets are achieved despite forecast variances.
Cost Optimization: Making timely adjustments optimizes costs by avoiding unnecessary overtime or idle time.
Operational Efficiency: Intraday management optimizes resource utilization throughout the day.
Customer Experience: Maintaining service levels through adjustments ensures good customer experience.
Forecast Improvement: Intraday data helps improve future forecasts and planning.
Common Adjustments
Staffing Adjustments: - Calling in additional agents for high volume - Sending agents home early for low volume - Adjusting break schedules - Reallocating agents between queues
Schedule Adjustments: - Shifting break times - Extending or shortening shifts - Adjusting lunch schedules
Routing Adjustments: - Changing routing rules - Adjusting skill-based routing - Reallocating channels
Best Practices
Monitor Continuously: Track performance in real-time throughout the day.
Set Thresholds: Establish thresholds for when adjustments are needed.
Empower Managers: Give managers authority and tools to make adjustments quickly.
Use Technology: Leverage real-time management tools and dashboards.
Document Actions: Track adjustments made and their impact for learning and improvement.
Review Regularly: Review intraday performance and adjustments to improve future management.
By implementing effective intraday management, organizations can maintain service levels, optimize costs, and ensure consistent customer experience despite forecast variances.