Greater Manchester Police (GMP) had a requirement to create a centralised resource management function to support its complex call handling and radio dispatch activities.
After extensive stakeholder engagement and process reform, GMP’s Operational Communications Branch engaged with Sabio to implement an advanced Workforce Optimisation solution – not just to support centralised resource management for the force’s multi-site contact centres, but also to help drive efficiency benefits in line with the Coalition Government’s Comprehensive Spending Review.
The challenge was to reform processes and negotiate more flexible shift patterns before applying the latest Workforce Management operational best practice.
Sabio implemented Workforce Management solution based on Impact 360 WFM software to support the force’s drive and to meet GMP’s demanding service levels consistently and cost-effectively.
Optimisation initiatives – such as reduction of overtime by over 60 percent within two years – has meant that Greater Manchester Police has been able to drive performance and efficiency benefits ahead of the Coalition Government’s Comprehensive Spending Review. Process improvements such as:
- Achieving a forecast accuracy of over 90%
- Reducing abandonment rates for non-emergency calls from ten to four percent
- Has enabled GMP to meet all its annual SLAs and KPIs for the first time, and provide a platform for further WFM-led optimisation
White paper: Ensuring Workforce Optimisation Effectiveness
Done right, WFO helps to inform the right decisions and contributes directly to ensuring service excellence
White paper: Ensuring Workforce Optimisation Efficiency
Implemented correctly, WFO disciplines such as WFM plays an important role in ensuring that contact centres manage their most expensive resource efficiently.
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