Planning for Peak Performance Customer Contact Planning Flexibility is not just scheduling. Best Practice Seminar 8 th November

Transcription

1 Planning for Peak Performance Customer Contact Planning 2012 Flexibility is not just scheduling Best Practice Seminar 8 th November 1

2 Seminar Gold Sponsor 2

3 Today s Sponsor & Supporter of the Flexibility Program Sabio 3

4 Flexibility is not just scheduling! Before we start, why not have a chat with colleagues from other organisations What are your flexibility experiences? What are you looking for from today s session? (c) Professional Planning Forum

5 Agenda The flexibility time line Planning Forum work on flexibility Research Regional seminars National seminar Flexibility book launch The role of planning in delivering flexibility Next steps 5

6 Flexibility is not just scheduling INTRODUCTION TO THE FLEXIBILITY TOOLKIT 6

7 2005 HBOS Flextra Trade-off patterns Weekend working 12 months notice Short notice time off options 7

8 Cahoot Lifestyle shifts Term time working Mid shift regular weekends, no very early starts New staff leaving within a year down 40% Sickness down 5.3% (c) Professional Planning Forum

9 2007 AA, Abtran, Alliance and Leicester & Carnival Homeworking - AA WFM self service My Vista - Abtran Flexi layer Alliance & Leicester Christmas self scheduling - Carnival (c) Professional Planning Forum

10 2008: Orange Your Time offers lifestyle choices. Traditional patterns were replaced by shifts tailored to cover hotspots and packaged to different lifestyles. A Choice of 7 working patterns targeted people whose life-style would previously prevented them of working in a call centre. 10

11 2009: Thames Valley Police Prime Time Developed to better match customer demand at busy and quiet periods of the day and to provide longer working weeks in the busy summer months. Shift preference, elective rest days and easier access to annual leave were some of the benefits created to balance work-life priorities for police staff. 11

12 HeroTSC Lifestyle patterns and flexible shifts Asking what people actively can t work Team management challenges Agent absence down 43% Agent attrition down 32% (c) Professional Planning Forum

13 2010 RSA, Shop Direct Preference based scheduling RSA Time banking RSA Homeworking Shop Direct (c) Professional Planning Forum

14 2011: NHS Business Services Authority My Time Each segment of the day is given a score based on popularity; an unpopular evening or weekend shift carries more points. These points are allocated to advisors, based on their chosen shifts, and are banked and used going forward to allocate future schedules. 14

15 2012: Know How My Time & My Work Now colleagues working annualised hours can book 10 My Time days off work during low call volume periods. My Work is the hours they pay back during peak periods, in effect creating a working week of up to 45 hours. 15

16 Flexibility is not just scheduling Branding / Identity Engagement; Operation & Unions Internal and External Customer Focused Retain Flexibility (c) Professional Planning Forum

17 Flexibility toolkit research All options in use Traditional methods such as rotational patterns and part time shifts still the most popular New short notice options not in wide use (c) Professional Planning Forum % Homeworking 49% Student Working 39% Term-time Working 99% Part-time 40% Job Share 49% Second Job 98% Fixed shifts 96% Rotational Patterns 31% Trade Off Shifts 24% Annualised Hours 40% Flexi-Time 49% Time Banking 84% Unpaid Leave 94% Overtime 13% Contractual Overtime 20% Zero Hours Contracts 10% On Call 26% Relief/Short Notice

18 Regional seminar outputs 80 delegates London and Glasgow Case studies from Direct Line Group and Carnival UK Key outputs towards the flexibility book (c) Professional Planning Forum

19 Top tips Consultation Pilot projects and volunteers Scalable approach Buy-in, education and engagement Consistent and transparent approach Give choice but retain flexibility (c) Professional Planning Forum

20 Discussion What is the role of forecasting in creating flexibility? How do we align our long-term plans with our need for flexibility? What needs to be included/considered? 20

21 Discussion What is the role of real-time in creating flexibility? What tools could we use to create shortterm flexibility? What are the pitfalls to avoid? 21

22 Discussion What is the role of MI in all of this? How does good MI support the case for greater flexibility? 22

23 Discussion What part does the Operation, HR, Training & Recruitment have in delivering a sustainable flexibility strategy? How can we influence Senior Management, HR and applicable Unions? 23

24 Session Take Aways & Feedback Take a moment to capture the information discussed and implement the take aways back in your organisation. At the end of this session, can you pass your feedback form in as you exit the room. (c) Professional Planning Forum

25 Planning for Peak Performance Customer Contact Planning 2012 Flexibility is not just scheduling Special Thanks Sponsor: Sabio 25