Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Resource Planning

Webhelp’s Resource Planning team aims to create and maintain a confident, engaging and respected capability that enables great service through correctly scaled, people-focused plans and efficient service delivery. We don’t just deliver an industry-leading workforce management (WFM) platform – we develop and manage a full customer service infrastructure to ensure robust tools, processes and governance are in place. All of our actions are aligned to your business needs, in order to leverage system capability, maximise efficiency gains and deliver a world-class planning solution.

A key differentiator in our Resource Planning service is the deployment speed of Webhelp hosted planning solutions. Through a combination of expertise and experience, we can achieve steady-state processing within six to eight weeks of our initial assessment.


Resource Planning Timescales

 

resource planning timescales


The Resource Planning Lifecycle

Webhelp’s Resource Planning Lifecycle operates as part of our commitment to continuous improvement and reliably high-quality service delivery.

resource planning, workforce management, resource planning lifecycle

 


The End-to-End Planning Process

Our Planning Toolkit has a modular structure, allowing us to support every stage of the planning process while retaining consistency throughout the Planning Lifecycle. There are five elements:

  • Understanding client requirements
    • We take a 12-month view with the aim of aligning sales and marketing activity growth plans, key dates and historic trends to create annual forecasts.
  • Resource management
    • Our team makes medium-range capacity plans to track live resources versus required staffing levels, in order to trigger recruitment activity when resource shortfalls or peaks and troughs are identified.
  • Schedule Evaluation and Release
    • Our short-range planning solution evaluates schedule activity versus demand.
  • Intraday Planning
    • We release an interval level scheduling outlook for review, with all planning activity plotted.
  • Manage Successful Delivery

The live intraday pack is updated and managed in real time.


Resource Planning Tools

We make extensive use of a range of tools as part of Resource Planning and ongoing service delivery. One key element is our ongoing partnership with Teleopti for WPM. Also factored into our delivery are real-time tools like Genesis and those that are utilised across a range of areas, like Microsoft Excel.

resource planning tools

 


Resource Planning Objectives

The primary, overarching objective of Webhelp’s Resource Planning team is, and has always been, long-term success for our clients. With this in mind, we undertake considerable planning with carefully chosen aims in advance of the real-time launch of a programme.

Long-Range Planning Objectives

  • Developing an understanding of client goals
  • Identifying demand drivers
  • Generating contact forecasts and the required resource
  • The delivery of a high-level capacity plan
  • Identifying potential staffing surplus and shortfalls
  • The agreement of budgets
  • Planning recruitment activity

Medium-Range Planning Objectives

  • Finalising demand activity
  • Locking down contact forecasts
  • The creation of daily and interday contact profiles
  • Reviewing trends and determining appropriate actions
  • Validating the available resource
  • Triggering recruitment activity where needed

Short-Range Planning Objectives

  • The creation and optimisation of schedules
  • Complete plotting of offline time
  • Reviewing and distributing performance forecasts
  • Conducting analysis and making recommendations to improve performance
  • Full operational engagement
  • Successful sign-off and handover to our delivery team

Implementation and Delivery Objectives

  • Proactive management and execution
  • Real-time monitoring and delivery
  • Intraday performance management
  • The identification and mitigation of service impacts
  • Maintenance of central communication and a liaison channel between operations and our client
  • In-day reporting and updates
  • Feeding back early learning to start off the first stage of the Resource Planning Lifecycle

In the long term, our Resource Planning service promotes efficiency, leading to improved performance and financial gain. Effective management of people, processes and technology in the context of skilled planning can lead to a complete and highly positive transformation not only of the way you conduct your business, but of the way your people view their roles.

Contact the Webhelp

Resource Planning Team

Contact us
Contact

Falkirk

1 Central Park Avenue
Central Business Park
Larbert
Falkirk
FK5 4RX
United Kingdom
+44 (0)1324 575 000

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
News
Regardless of age, consumers want a fast response and value data security

A clear preference for speed in customer service across the board The most important aspect of customer service for companies to prioritise is protecting consumer data (53%) Nearly two-thirds would pay more for a company’s product or service if a company deals with issues and queries quickly and effectively, even more than if a brand is involved in the community (44%) or has values...

News
Employees agree on the advantages of a cross age-group workforce

New YouGov research shows broad support for multi-generational and flexible working and fast resolution for customer service issues. 60% of British employees value the sharing of different view-points among a multi-gen workforce 76% support casual dress, working from home (76%) and flexible...

Blog
Whitepaper launch: Generations – Cohort views on CX and the workplace

Webhelp’s latest Disruptor Series Whitepaper, which highlights the impact of generational influences on CX. For the launch, Gillian Campbell, Chief People Officer UK Region & Director Global Engagement, takes a look at employee issues and how they will affect the workforce moving...

Whitepaper
Generation: Cohort views on CX and the workplace

What changes do employers need to make to engage with an increasingly multi-generational workforce? How well do brands understand their customer demographics? Are their CX strategies being tailored to reflect differences in generational attitudes and behaviours? The Webhelp Disruptor Series...

Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook