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Enterprise:
Service Features >
Workforce Management
WORKFORCE
MANAGEMENT
Workforce management (WFM) is a constant balancing act in the contact
center industry. Workforce managers must balance work required with
resources available. Expected workload must be accurately forecasted
first, and then resources can be allocated accordingly on a day-to-day
and even minute-by-minute basis. If a contact center cannot anticipate
call volume to a specific level then over and under staffing will
occur. This results in either additional cost to the company due to
extra staff, or inferior service due to understaffing translating into
customer dissatisfaction. Thus, when choosing an outsourcing partner
you must ensure your contact center can manage scheduling to a
specific level of detail, while simultaneously balancing your support
costs and your customers’ experience.
24-7 INtouch understands the sensitive nature of contact center
scheduling and employs advanced WFM technologies and industry best
practice methodologies to ensure required agent occupancy rates and
consistent levels of customer service, while simultaneously
controlling costs.
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Our sophisticated WFM technologies allow us
to: |
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Accurately
forecast staffing requirements |
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Adjust schedules
to meet specified call volumes |
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Track daily
performance |
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Provide
management and agent productivity reports |
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Monitor agent activity in real-time to identify training and coaching needs and support agent |
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Promote retention and agent morale through consistency in
scheduling practices |
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Provide agents with up-to-date, readily accessible performance data and feedback |
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Perform “what-if” scenarios to optimize the allocation of resources and proactively identify key areas of opportunity |
24-7 INtouch employs detailed WFM practices to ensure costs are
controlled and call quality is high. Our full-time WFM team is
experienced at utilizing the proper tools to forecast volumes and is
able to in handle unexpected fluctuating volumes ensuring your calls
get answered.Aspect® eWorkforce
Management™
24-7 INtouch has partnered with leading technology provider Aspect
Software, the world’s largest company solely focused on the contact
center, in selecting their Aspect® eWorkforce Management™ tool. Aspect
eWorkforce Management™ is the most powerful, comprehensive solution on
the market for automating the complex tasks of forecasting, scheduling,
and tracking contact center work load.
By implementing this market-leading solution, 24-7 INtouch is able to
fine-tune agent performance to increase productivity, empower agents to
reduce turnover, and simplify operations to reduce costs. Through this
partnership, 24-7 INtouch can better gain insight into overall
performance to realize greater business goal alignment all translating
back to more consistent service for our client and their customers.
To learn more about 24-7 INtouch’s Workforce Management methodologies
call us today at 1.800.530.1121. |
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