International Customer Management Institute
(ICMI)
(800) 672-6177
719-268-0305
www.icmi.com
Copyright 2008, ICMI, Inc.
Do You . . .

Want to meet your service level objectives?

Need to cope with response time objectives for
email, fax, web callbacks, or correspondence?

Wish you could spend less energy on real-time
crisis management in your call center?

Not have the time or expertise to build your own
scheduling program?
Copyright 2008, ICMI, Inc.
A Spreadsheet May Be All You Need to
Schedule Your Agents

Anyone can use a spreadsheet

No need to learn a new program

No bells and whistles that you’ll never use

Keep it simple!
Copyright 2008, ICMI, Inc.
ICMI’s Scheduling Principles, In Excel
Have You . . .

Attended an ICMI seminar?
Read Call Center Management on Fast
Forward? or
Call Center Management Review?

Then you understand what you need to do!


Copyright 2008, ICMI, Inc.
TM
Just Add Water (almost)

It’s not quite that easy, of course

But we’ve done the hardest parts for you
(including the Erlang C calculations!)

And we’ll guide you through the rest

So it’s as easy as anything worthwhile can be

(And if you like, our consultants can set it up for
you as a “turnkey” solution)
Copyright 2008, ICMI, Inc.
The step-by-step interactive “wizard” makes it
easy to get started
Copyright 2008, ICMI, Inc.
Set Up Your Agents
Copyright 2008, ICMI, Inc.
Schedule All Agent Activities
Copyright 2008, ICMI, Inc.
Set Up Your Service Level Objective Work
Copyright 2008, ICMI, Inc.
Set Up Your Email or other Response Time
Objective Work
Copyright 2008, ICMI, Inc.
See What You Need For Every Interval to Meet
Service Level Objectives
Daily ACD Projection:
Service Level % Goal:
Service Level Time (secs):
Interval
8:00
8:15
8:30
8:45
9:00
9:15
9:30
9:45
10:00
10:15
10:30
10:45
11:00
539
80%
20
Interval
Interval % Projection
0.98%
0.98%
1.72%
1.72%
2.64%
2.64%
3.37%
3.37%
3.31%
3.31%
3.37%
3.37%
3.11%
Copyright 2008, ICMI, Inc.
5
5
9
9
14
14
18
18
18
18
18
18
17
Talk
Time
500
500
500
500
232
232
232
232
232
232
232
232
232
After Call
Work
30
30
30
30
109
109
109
109
109
109
109
109
109
Staff
Required on Adherence
Phones
Rate
5.3
5.3
8.2
8.2
8.0
8.0
9.8
9.8
9.6
9.6
9.8
9.8
9.1
75%
90%
90%
90%
90%
90%
90%
90%
70%
70%
75%
80%
85%
Phone
Schedule
Requirement
7.1
5.9
9.1
9.1
8.9
8.9
10.9
10.9
13.8
13.8
13.0
12.2
10.7
See Your Run Rate For Every Interval to Handle
Response Time Work
Date:
On-Hand - Start of day
Daily E-mail Projection:
Interval
8:00
8:15
8:30
8:45
9:00
9:15
9:30
9:45
10:00
10:15
4/2/2001
100
200
Average
Total
Completion
Interval Available for
Time
Interval % Projection Processing
(seconds)
0.98%
0.98%
1.72%
1.72%
2.64%
2.64%
3.37%
3.37%
3.31%
3.31%
Copyright 2008, ICMI, Inc.
2
2
3
3
5
5
7
7
7
7
102
101
103
104
107
108
111
113
116
121
600
600
600
600
600
600
600
600
600
600
Efficiency
Factor
90%
90%
90%
90%
90%
90%
90%
90%
90%
90%
Expected Projected
Production On-Hand Based on
End of
Schedule
Interval
2.7
1.4
2.7
2.7
4.1
4.1
4.1
4.1
1.4
5.4
99.3
99.9
100.6
101.3
102.6
103.8
106.5
109.2
114.4
115.7
See Your What Your Agents Are Doing During
Every Interval of the Day
Required To Meet Objectives
Date:
7/16/2001
Required Staff
Occupancy
11.1 11.1 11.1 11.1 11.1 10.0 10.0
87 88 83 82 88 89 87
Agent ID
Number
Agent Name
8:45
9:00
9:15
9:30
9:45
10:00
10:15
10:30
10:45
11:00
11:15
8
9
10
7
7
8
8
-3.1 -2.1 -1.1 -4.1 -4.1 -2.0 -2.0
40.0 50.0 70.0 20.0 20.0 30.0 30.0
99.0 99.0 99.0 99.0 99.0 99.0 99.0
8:30
6.7 6.7 8.9 8.9 11.1
85 87 86 83 85
Impact As Scheduled
2
2
6
6
9
8
9
-2.4 -2.4 -0.7 -0.7 0.1 -0.9 -2.1
26.0 26.0 75.0 70.0 84.0 76.0 50.0
99.0 99.0 99.0 99.0 79.0 90.0 99.0
8:15
4.4
84
8:00
Staff Assigned
Net Variance
Service Level
Occupancy
4.4
84
1
Ross
PT
PT
PT
PT
PT
PT
PT
PT
PT
PT
PT
PT
PT
PT
2
Amos
P
P
P
P
P
PB
P
O
O
O
O
O
O
O
3
Tucker
P
P
P
P
P
P
PB
P
P
P
P
P
P
P
4
Erion
A
A
A
A
A
A
A
A
A
A
A
A
A
A
5
Richardson
P
P
P
P
P
PB
P
P
P
P
P
P
6
Harris
T
T
T
T
T
T
T
T
T
T
T
T
7
Bursey
P
P
P
P
P
P
PB
P
M
M
M
M
Copyright 2008, ICMI, Inc.
See the Big Picture Plus Interval Detail
Date:
Daily ACD Projection:
Interval
8:00
8:15
8:30
8:45
9:00
9:15
9:30
9:45
10:00
10:15
10:30
10:45
11:00
11:15
4/2/2001
539
Scheduled
Required Staff
Staff
7.1
5.9
9.1
9.1
8.9
8.9
10.9
10.9
13.8
13.8
13.0
12.2
10.7
10.1
Copyright 2008, ICMI, Inc.
1
2
6
6
9
8
9
8
9
10
7
7
8
8
E-mail on hand - Start of Day:
E-mail on hand - End of Day:
Gap
Projected
Service
Level
-6.1
-3.9
-3.1
-3.1
0.1
-0.9
-1.9
-2.9
-4.8
-3.8
-6.0
-5.2
-2.7
-2.1
100%
0%
1%
1%
100%
89%
71%
24%
3%
19%
2%
2%
30%
55%
100
139
Projected Projected
Occupancy E-Mail OnRate
Hand
100%
100%
100%
100%
67%
75%
85%
96%
100%
97%
100%
100%
93%
88%
99
100
101
101
103
104
106
109
114
116
117
118
120
121
See Where All the Time Is Going
Date:
Activity
Code
P
E
A
F
PT
PB
UB
T
M
C
PC
O
Activity Code Summary
7/16/2001
Description
Phones
Email
Absent
FMLA
PTO
Paid Break
Unpaid Break
Training
Meeting
Coaching
PC Backup
Other
Total
Copyright 2008, ICMI, Inc.
Total
% of Time
Hours
in Activity
96.25
48.13%
30.00
15.00%
16.00
8.00%
8.00
4.00%
8.00
4.00%
7.00
3.50%
10.00
5.00%
8.00
4.00%
6.00
3.00%
1.00
0.50%
8.00
4.00%
1.75
0.88%
200.00
100%
Make Adjustments Ahead of Time!

See when and where the problems will be

Change schedules and see the impact

Call in reinforcements if needed

Schedule off-phone activities during slow times

Enjoy the benefits of planning!
Copyright 2008, ICMI, Inc.
Remember, It’s Just A Spreadsheet

Add your own calculations

Copy, paste, or link to other spreadsheets

Leverage your Excel skills and knowledge

Create your own Schedule vs Actual reports
and save files to analyze so you forecast better
TM
Copyright 2008, ICMI, Inc.
Understand What to Do and Why




We’ll teach you what to do in
our step-by-step User Guide
We’ll teach you the concepts
underlying the process, too
Learn even more by reading
our popular book, Call
Center Forecasting and
Scheduling: The Best of Call
Center Management Review
Included FREE with your
purchase!
Copyright 2008, ICMI, Inc.
And The Price Is Right!

It won’t bust your budget . . . it might not even
require a cost-benefit analysis!

Only $499!!!! ($424.15 for ICMI Members)

Satisfaction Guaranteed or your money back

Available for immediate download now!
Copyright 2008, ICMI, Inc.
Do It Yourself Or Hire the Consultants?

No software can solve problems by itself

There’s no substitute for call center knowledge
and experience if you want the best results

Consider hiring the experts who designed it:
ICMI’s Consulting Division

Call or see one of our consultants if you’d like a
software and consulting package price
Copyright 2008, ICMI, Inc.
International Customer Management Institute
(ICMI)
102 South Tejon, Suite 1200
Colorado Springs, Colorado 80903
USA
800-672-6177
719-268-0305
719-268-0184 fax
easystart@icmi.com
www.icmi.com
Copyright 2008, ICMI, Inc.
Don’t Do This To Your Callers!
Due to our inaccurate
forecasting and ineffective
scheduling, your expected
hold time is 97 minutes...
Finally, a Truthful Delay Announcement
©2008 ICMI, Inc.
Copyright 2008, ICMI, Inc.