When an organization relies on customer service, call center planning optimization can be extremely beneficial from the operational, and customer point of view. For the financial services industry, customer service is at the heart of the business. With the personal nature of banks, insurance companies and private equity companies, optimizing workforce and call center planning can be a huge cost saver, productivity booster, and a big win for customer retention, satisfaction, and loyalty. This is where a solution like Anaplan can become a huge competitive advantage.
Anaplan is a cloud-based planning solution that utilizes data and collaboration to connect your organization, forecast more accurately, and contain all the data in one place. Anaplan is completely customizable to your business needs and goals. Our team at Accelytics is highly skilled within the financial services industry and creates specialized models for your specific use case needs.
Financial services companies can use Anaplan to optimize their workforce and call center optimization planning process in several ways. Let’s discuss these 4 main use cases.
1. Forecasting & Scenario Planning: Labor costs are often one of the largest expenses to a business, especially when your operations are dependent on customer service and sales support staff. Workforce planning can not only improve your operations and lower costs, but it can aid in happier, loyal, and more productive employees when their needs are met, and the teams are properly staffed. With Anaplan, workforce is an essential step into your financial planning process and can be utilized to measure things like, cost to hire, capacity needs, and hiring forecasting throughout the year to meet corporate goals, campaign initiatives, and revenue projections.
To predict and plan for workforce needs, Anaplan starts with the forecasts. The demand and sales forecasts act as the baseline to meet the workforce needs, and can be enriched with historical data, such as call volumes, customer inquiries, marketing campaigns, and claims processing times, to forecast at a detailed level for call centers. Anaplan's capabilities enable companies to determine the optimal number of staff members needed in different departments and locations, considering factors like seasonality, business growth, and service level targets.
As shown in the video below, users can change levers and scenario plan and see the data update in real-time.
2. Scheduling: Anaplan can house the scheduling and allow employee access to submit scheduling and availability requests. With data factors like employee availability, skill sets, and call volumes in one platform, optimized shift schedules can be automatically generated. Scenario planning for what-ifs with employee needs, such as maternity leave, can also be helpful in planning schedules and hiring efforts. This can lead to better resource allocation, improved employee productivity, and enhanced customer service levels.
In this short demo for store planning, you can gain an understanding of the scheduling capabilities.
3. Call Center Performance Optimization: Anaplan can help financial services companies manage their call center operations more efficiently by utilizing performance data. By integrating data from various sources like call logs, customer profiles, and call durations, companies can analyze call center performance metrics in real-time. Anaplan's analytics capabilities enable companies to identify patterns, trends, and bottlenecks in call volumes and call handling times.
Anaplan can also assist insurance companies in implementing skill-based routing in their call centers. By mapping employee skills, certifications, and expertise within the platform, companies can ensure that calls are directed to the most appropriate and qualified representatives. Anaplan's dynamic modeling capabilities allow companies to adjust skill-based routing strategies based on changing business needs and customer demand.
This information can assist in optimizing staffing levels, improving call routing strategies, and enhancing customer service experiences.
4. Performance Management: Anaplan can support insurance companies in monitoring and managing call center performance. The platform allows companies to set performance targets and track key performance indicators (KPIs) such as call abandonment rates, average call handling times, and customer satisfaction scores.
Anaplan's real-time data integration and reporting capabilities enable managers to gain actionable insights into call center performance, identify areas for improvement, and make data-driven decisions to enhance efficiency and customer service quality.
Anaplan provides insurance companies with robust workforce and call center planning capabilities through data integration, forecasting, and modeling features. Anaplan can help insurance providers, banks, and private equity companies to optimize their staffing levels, implement skill-based routing, monitor performance, and improve overall call center efficiency and customer service.
If you're ready to learn more about the possibilities of Anaplan, our experts are happy to walk you through demos and real-life use cases that have been implemented at organizations like yours. Reach out at firstname.lastname@example.org.