Best Practices For Streamlining Request Management

Adam Beasley at Aspect explains what request management means within workforce scheduling and why implementing effective processes is essential for your organization.

Effective workforce management involves numerous interconnected elements. Workforce scheduling stands as a key component that encompasses several critical factors, including request management.

What is Request Management?

Request management refers to the process where agents request schedule changes and the evaluation of these requests, through either automated systems or manual review processes.

Request management processes can be hands-off, with admins establishing specific rules that shift requests must follow for automatic approval, or they can require manual review by an admin for each request.

As automation has become central to workforce management processes, many request management needs are now handled automatically, particularly in enterprise-scale organizations.

The Impact of Request Management in WFM

Manual request management can be inefficient and inaccurate for large organizations, consuming valuable time and resources for admins while likely creating scheduling gaps.

Workforce productivity hinges on several processes, request management being one of them. Without it, your organization may face:

• Operational inefficiencies
• Employee retention issues
• Hidden costs from inefficient processes
• Poor customer experiences

Effective request management systems can alleviate some of these challenges, providing organizations with benefits like:

• Increased efficiency in handling employee requests
• Reduced administrative burden on managers
• Improved employee satisfaction through faster request processing
• Better maintenance of operational performance and service levels
• Enhanced transparency in the request approval process
• Enhanced scheduling accuracy based on changing business requirements

Key Components of an Effective Request Management System

Organizations lacking automated request management systems face risks of scheduling inaccuracies and inefficiencies.

When selecting workforce management software, evaluating the request management functionality is crucial, an effective system saves time for both employees and administrators while reducing frustration.

Here are a few essential elements that make up a robust, automated request management process:

• Automated workflows and routing mechanisms
• Customizable rules that guide automation based on company needs
• Approval hierarchies with waitlists for manual admin intervention, when needed
• Real-time and intraday performance tracking

Best Practices For Streamlining Request Management

Enhancing your request management processes will depend on business needs, goals, and your workforce operations.

However, there are a few general rules of thumb to set your business up for success when reviewing employee schedule requests.

When setting up a new request management system, consider the following strategies:

• Start with a blacklist rule – Since request management systems typically allow everything through by default, start by creating rules that block changes your employees shouldn’t be allowed to make.
• Lock down critical schedule segments – Prevent employees from moving or deleting elements like breaks, lunches, and shift segments.
• Cast a wide net first – Begin with broad rules and then gradually refine them based on your business needs.
• Continually customize based on business requirements – Adjust rules based on where your business is in the year, staffing levels, and other specific needs.

Solutions For Modern Workforce Request Management

Request management systems must not only address today’s dynamic business challenges but also be future-ready, evolving alongside growing business needs with faster, smarter technology.

As more intelligent workforce solutions are developed, request management will become simpler and more effective for both admins and employees.

These advancements will feature predictive analytics and personalized experiences that enhance scheduling flexibility.

To build efficient request management processes, it’s essential to choose the right workforce management tools.

---

This post has been re-published by kind permission of Aspect - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Megan Jones