Example SOPs: Call Or Contact Centre Workforce Planner

Call Or Contact Centre Workforce Planner SOPs

Creating Standard Operating Procedures for your Call Or Contact Centre Workforce Planner work can be difficult and take time. That’s why we’ve created these example Call Or Contact Centre Workforce Planner SOPs so you can jumpstart your SOP creation process. We want to help you set up your Customer Service systems and processes by taking these sample SOPs and building out your own SOPs template library. By having all your Customer Service procedures in one place, your team will have the information they need at all times. Let’s look at some Call Or Contact Centre Workforce Planner SOP examples.

Call Or Contact Centre Workforce Planner SOP Examples

1. Workforce Forecasting SOP: The purpose of this SOP is to accurately predict the volume of incoming calls or contacts to the call or contact center. It involves analyzing historical data, identifying trends, and considering external factors to estimate future call volumes. The scope of this SOP includes the entire workforce planning team, with the workforce planner being responsible for its execution. This SOP may reference the Historical Data Analysis SOP and the External Factors Analysis SOP.

2. Staffing Analysis SOP: The purpose of this SOP is to determine the optimal number of staff required to handle the forecasted call or contact volumes. It involves analyzing call patterns, average handling times, and service level objectives to calculate the required staffing levels. The scope of this SOP includes the workforce planner and may involve collaboration with the operations team. This SOP may reference the Workforce Forecasting SOP and the Service Level Objectives SOP.

3. Scheduling SOP: The purpose of this SOP is to create efficient and effective schedules for call or contact center agents. It involves considering agent availability, skill sets, and preferences while ensuring adequate coverage for forecasted call volumes. The scope of this SOP includes the workforce planner and may involve collaboration with the operations team and agents. This SOP may reference the Staffing Analysis SOP and the Agent Availability SOP.

4. Real-Time Monitoring SOP: The purpose of this SOP is to monitor and manage the call or contact center operations in real-time. It involves tracking call volumes, agent adherence to schedules, and service level performance. The scope of this SOP includes the workforce planner and may involve collaboration with the operations team and supervisors. This SOP may reference the Scheduling SOP and the Service Level Objectives SOP.

5. Performance Analysis SOP: The purpose of this SOP is to analyze the performance of the call or contact center workforce. It involves evaluating key performance indicators (KPIs) such as service level, average handling time, and agent productivity. The scope of this SOP includes the workforce planner and may involve collaboration with the operations team and quality assurance team. This SOP may reference the Real-Time Monitoring SOP and the KPI Definitions SOP.

6. Capacity Planning SOP: The purpose of this SOP is to determine the long-term capacity requirements of the call or contact center. It involves analyzing business growth projections, market trends, and customer expectations to plan for future staffing needs. The scope of this SOP includes the workforce planner and may involve collaboration with the operations team and business development team. This SOP may reference the Workforce Forecasting SOP and the Business Growth Projections SOP.

7. Training and Development SOP: The purpose of this SOP is to ensure the continuous improvement of call or contact center agents’ skills and knowledge. It involves identifying training needs, designing training programs, and monitoring the effectiveness of training initiatives. The scope of this SOP includes the workforce planner, training team, and supervisors. This SOP may reference the Performance Analysis SOP and the Training Needs Assessment SOP.

8. Communication and Collaboration SOP: The purpose of this SOP is to establish effective communication channels and collaboration processes within the call or contact center. It involves defining communication protocols, conducting regular team meetings, and fostering a culture of collaboration. The scope of this SOP includes the workforce planner, supervisors, and agents. This SOP may reference the Real-Time Monitoring SOP and the Team Meeting Guidelines SOP.

9. Change Management SOP: The purpose of this SOP is to manage and implement changes in the call or contact center operations. It involves assessing the impact of changes, developing change plans, and communicating changes to the workforce. The scope of this SOP includes the workforce planner, change management team, and operations team. This SOP may reference the Performance Analysis SOP and the Change Impact Assessment SOP.

10. Reporting and Analysis SOP: The purpose of this SOP is to generate accurate and insightful reports on call or contact center performance. It involves collecting data, analyzing trends, and presenting findings to stakeholders. The scope of this SOP includes the workforce planner and may involve collaboration with the operations team and management. This SOP may reference the Performance Analysis SOP and the Data Collection SOP

Call Or Contact Centre Workforce Planner SOP Templates

Looking for SOP templates for your Call Or Contact Centre Workforce Planner work? We’ve got you covered. You can build out your company SOPs using the sample SOP information above (added to our template) or our team can put together a starter SOPs template based on your Call Or Contact Centre Workforce Planner work. Get in touch if you’ve got questions about the quickest way to build out your Customer Service SOPs library.