There is a new buzz in operations areas regarding Staffing Accuracy. Staffing Accuracy is the measure of actually supplied staff versus planned staffing in each interval of the staffing forecast. I expect good vendor managers to forecast staffing levels using the same intervals used in forecasting.

Without accurate transaction volume forecasts, staffing forecasts are meaningless. However, staffing accuracy tells a different story. Where volume forecast accuracy indicates how well you can predict transaction volumes, staffing accuracy indicates how well your vendor meets the staffing needs of the program.

Great operations experts will use root cause analysis to understand why more or less staff was provided in an interval than expected. And you know the vendor is focused more on situations where they’ve provided too many resources (which raises their cost of operations, or increases their revenue in $ per hour arrangements)! However, failure to provide adequate staff can cause the best programs to unravel. Effective vendor managers focus on staffing accuracy to ensure vendors perform well. As a result, vendors focus on attrition and attrition replacement training classes more, as well as normal training classes required to meet the volume forecasts. Planning these classes far enough in advance can be difference between having a terrific or terrible peak season – and vendor managers will begin to do this if they want to be successful.

This metrics is so important, you may want to incent your vendors and vendor managers on accuracy and timeliness of staffing plan submissions. However, keep in mind that meeting the staffing plans that still don’t deliver desired SLAs shouldn’t give anyone a free ride.

Do you track staffing forecast accuracy? How do you do it? Share your ideas with us!