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Make Staff Scheduling Easier and Accurate With Intraday Management
Make Staff Scheduling Easier and Accurate With Intraday Management

December 30, 2024

BPM

10

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As any organization knows, forecasting and scheduling are crucial to its operations. Schedules are often created months in advance and distributed to the team weeks before they are required. This includes staffing requirements, training activities, and even break times that have all been planned to the tee.

However, even the most well-made plans can fall into disarray based on the reality of day-to-day requirements. On a particular day, the call center could face higher than the usual call volumes, greater absenteeism than normal, other operational issues, and a host of other unforeseen challenges. Or perhaps a business might find itself overstaffed or under-staffed, with both situations being damaging to performance.

It was to manage such situations that the concept of intraday management was conceived. This management solution helps keep a check on schedules and is ready to address any deviation from service levels, eliminating the need for manual intervention at the last minute.

Let’s learn more about intraday workforce management and its advantages.

A Modern Solution to Modern Problems: Intraday Management

Even the best-made plans and schedules can fall apart because of surprises. With intraday management, however, it is easier to keep track of workloads across all channels and manage resource allocation to each.

Let’s say a schedule change is requested, or an unexpected event occurs. Intraday management software can model the expected impact of the change on the day’s service level, allowing managers to make real-time decisions.

The solution can approve requests when more staff is available and it can defer less important tasks when call volumes are unexpectedly high.

In both scenarios, intraday management can balance the highs and lows of the day’s performance to ensure optimum productivity.

Schedule Chart

What Are the Benefits of Intraday Workforce Management?

Many industries and businesses are incorporating intraday workforce management in their operations. Here are five key benefits of intraday staffing solutions in greater detail:

1. Better Planning

In an ideal scenario, a business schedules just enough people for the right tasks at any time. This ensures clients aren’t left waiting on calls or chats are not left unanswered. However, situations change and a business needs to be ready to respond. If only there was a way to avoid making last-minute, real-time changes, which can be quite disruptive to work and a nightmare to manage.

By investing time and effort into intraday workforce management, a business can streamline the way its people use their time. This solution goes beyond the basics of covering your channels and offers a way to accurately plan when and how your team manages its time between training, meetings, and non-inbound tasks.

2. More Productive Agents

When your agents’ schedules are better managed, they get the time and training to improve in their roles. The result is a significant improvement in productivity and performance, leading to better customer service.

Better scheduling can also help identify bottlenecks, idle time, and other inefficiencies. An interesting takeaway is happier, engaged, and more satisfied employees who are focused on their tasks.

3. Improved Customer Experience

With the right scheduling, agents can better respond to demand and customer traffic fluctuations. Wait times are reduced and customers are less likely to abandon interactions due to delays. Happier customers usually remain loyal to the company and offer positive recommendations.

4. Motivated Teams

When employees don’t have to plan their work life around ever-changing schedules, they too can fit their personal lives better. Done right, intraday workforce management has the power to boost employee morale and vastly improve job satisfaction. Motivated employees are more willing to go the extra mile to offer better customer service. Moreover, they are less likely to get overwhelmed or frustrated when they have a fixed, planned schedule well in advance.

5. Better Cost Savings

Intraday workforce management helps forecast demand and staffing requirements accurately, minimizing unplanned overtime and associated costs. With improved scheduling and daily adjustments, workloads are distributed efficiently and overtime is limited to emergencies only. This helps businesses optimize labor expenses and achieve operational efficiency.

Conclusion

Intraday management is critical for a business and it can make a huge difference between a well-oiled team versus a disorganized one. Intraday workforce management can not only help make better plans for your team’s activities, but it also has the potential to identify missed opportunities and resolve potential bottlenecks in operational processes.

 


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ProHance is a cutting edge, global operations management platform. ProHance is enabling organizations to drive efficiency while optimizing employee utilization with deep insights on employee and team productivity. Top Fortune companies are using ProHance in their global centers to unlock the full potential of their human capital. Our SaaS-based modular approach allows an enterprise to effectively measure time and effort contribution with over a 200+ customizable reports. Our clients have experienced productivity gains of 15% – 30% in less than 3 months of deploying our solution. With 370,000+ users across 25 countries. ProHance is accepted as a critical enabler for organizations to build a workforce that is visible, connected, integrated, and efficient.

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