For call centers, analytics are a way of life. Traditional metrics such as wait times, utilization or shrinkage are well understood, but new analytics, those that focus on the workforce itself, are less common. Organizations are starting to understand that workforce analytics are key to better understanding the organizations most important assets, the people.
Organizations that use workforce analytics have the most engaged workforces and they thrive in tough conditions. Most importantly, they do fewer headcount reductions because they have lean and efficient workforces to begin with. Of course, not every organization thinks it can use analytics. But if you work for an organization that can, the first step is to focus your time and resources on exploring these four, key areas:
- What is our organization’s strategy? What type of work needs to be done and how can we become more productive and competitive in accomplishing it?
- How do we put the right number of people in the right roles without reducing headcount to reduce costs?
- Are employees fully engaged and motivated? What do we expect from them and how can we help them meet those expectations?
- How can we detect the need for change? How can we share insights and innovations that allow our employees to be more productive?