Workforce Optimization
Comprehensive Reporting
Online Access to Schedules
Vacation Planning
Real-Time Adherence
Planning
How many agents do I hire? When do I need to hire them? What shifts should they work? What skills do they need? Our comprehensive services package includes hiring and training plans to help you answer these questions. We can offer these services at any interval (quarterly, bi-annually or annually) that is appropriate to your industry and company. You will no longer be making expensive gambles when deciding your staffing needs.
Forecasting
Our extensive forecasting experience, combined with the best forecasting tools on the market, provides your company with the most accurate forecasts possible. We work closely with your marketing/sales teams and other appropriate personnel to learn what drives your business. We then incorporate those factors into our forecasting techniques and generate the best possible forecasts to be used for planning and scheduling purposes.
Scheduling
Based on the forecasts, service level goals and your agents' behaviors, we can generate the most effective workload requirements for your contact center by skill type. Your agents are then optimally scheduled, taking into consideration their availability, to fulfill the requirements and meet performance goals while reducing costs.
Agent Empowerment
Considering your corporate and HR policies, we can design our systems to empower your agents, while improving performance and morale. Our systems enable your agents to view and manage their schedules from home. Agents will be able to trade or give away schedules to like-skilled agents, pick up additional hours, or plan their vacation or doctor visits. The Analyst Group will establish, in advance, the limits for vacations based on existing staff, performance goals and special events so the agents can have timely feedback on their vacation requests.
Real Time Adherence
Monitoring schedule adherence is one of the most challenging tasks facing contact centers today. Our tools and comprehensive reporting provide management the necessary information to ensure they are getting what is expected from their agents.
Reports
Our reporting capabilities are only limited to the access we have to your systems. We can provide the standard switch reports on contact center performance as well as customized reports that pull from your quality assurance, performance management, training, email and other back office systems.
