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Contact Centre Challenges and Pain Points - 4. Resource Planning

Resource Planning

Continuing our blog series focused on addressing challenges encountered by Contact Centre businesses, agents, and customers, we present the fourth instalment with a particular emphasis on Resource Planning.


Outlined below are key observations regarding current challenges in the contact centre landscape, complimented by pragmatic solutions aimed at alleviating these issues. We encourage you to delve into these insights for a thorough understanding and to uncover effective strategies for managing the intricacies associated with Resource Planning in contact centres.

Resource Planning

  • Inaccurate Forecasting: Difficulty in accurately predicting call volumes, chat volumes, and other contact types can lead to under or overstaffing.

  • High Attrition Rates: Frequent agent turnover makes it challenging to maintain a stable and experienced workforce.

  • Scheduling Challenges: Creating efficient agent schedules that meet service level goals while accommodating agent preferences and regulations can be complex.

  • Inflexible Shifts: Fixed or inflexible shift patterns may not align with the needs of the contact centre or the preferences of agents.

  • Seasonal Variations: Handling fluctuations in contact volume during peak seasons or holidays can strain resource planning.

  • Multi-Channel Challenges: Balancing resources for various contact channels (phone, email, chat, social media) can be demanding.

  • Absence Management: Managing unplanned agent absences due to illness or other reasons can disrupt operations.

  • Skills-Based Routing: Ensuring that agents with the right skills are available to handle specific types of enquiries can be challenging.

  • Cross-Training: Training agents to handle multiple contact channels or types of enquiries can be time-consuming.

  • Technology Integration: Integrating workforce management tools with other contact centre technologies can be complex and costly.

  • Data Analysis: Analysing historical data to inform staffing decisions and forecast demand requires dedicated resources and expertise.

  • Compliance Requirements: Ensuring that scheduling practices adhere to Labour laws and union agreements can be a source of complexity.

  • Remote Work Challenges: Managing a remote workforce introduces new challenges related to monitoring and support.

  • Agent Preferences: Balancing agent preferences for shifts, days off, and work hours with operational needs can be a juggling act.

  • Emergency Planning: Preparing for unexpected events or disasters and maintaining business continuity requires additional planning.

  • Budget Constraints: Limited budget allocation for staffing and resource planning can restrict optimisation efforts.

  • Technology Limitations: Outdated or incompatible workforce management tools may hinder efficient planning and scheduling.

  • High Service Level Expectations: Meeting high service level expectations while controlling costs can be a balancing act.

The Solutions

Effectively managing challenges in resource planning for contact centres requires the deployment of advanced solutions and strategies, utilising today's technology tools.

  • Advanced Workforce Management Software: Implement cutting-edge workforce management software that incorporates AI and machine learning to provide accurate forecasting and real-time scheduling. These tools optimise staffing levels, aligning resources with fluctuating demand.

  • AI-Driven Analytics: Utilise AI-powered analytics tools to analyse historical data and customer behaviour patterns. Predictive analytics can forecast call volumes, enabling proactive resource allocation and efficient staffing adjustments.

  • Unified Communication Platforms: Adopt unified communication platforms that integrate various contact channels (voice, email, chat, social media) into a single dashboard. This simplifies resource management by allowing agents to switch between channels seamlessly.

  • Self-Service Portals: Enhance self-service options for customers through AI-driven chatbots and self-help portals. This can reduce the need for live agent support during peak times, easing resource planning challenges.

  • Real-Time Monitoring and Reporting: Implement real-time monitoring and reporting tools that provide instant visibility into contact centre operations. Managers can make data-driven decisions, adjust staffing levels, and allocate resources promptly.

  • Flexible Scheduling and Remote Work Solutions: Embrace flexible scheduling practices that accommodate agent preferences and promote work-life balance. Enable remote work options, leveraging cloud-based technology, to broaden the pool of available agents and handle demand fluctuations effectively.

  • Agent Empowerment and Training: Invest in agent training programs that promote cross-skilling, enabling agents to handle multiple contact channels and enquiries. Empowered agents contribute to resource flexibility and better service delivery.

  • Collaboration and Communication Tools: Implement collaboration and communication platforms that facilitate real-time communication among agents and supervisors, promoting agile resource allocation during surges in demand.

  • Continuous Feedback and Improvement: Establish a culture of continuous improvement by soliciting agent feedback and involving them in the resource planning process. Agents often possess valuable insights into scheduling and operational needs.

  • Machine Learning-Driven Routing: Employ machine learning algorithms to intelligently route calls and enquiries to agents based on skills and historical performance, ensuring the right agent handles each interaction efficiently.

By integrating these modern technology tools and strategies, contact centres can proactively address resource planning pain points, optimise operational efficiency, and enhance both agent and customer experiences in today's dynamic business environment.

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