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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

 


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

 


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 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

Stockholm

Solna Torg 3, Box 4006, S-169 04 Solna, Sweden
+46 8 5010 4000

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