Workforce Optimization

Comprehensive Reporting

Online Access to Schedules

Vacation Planning

Real-Time Adherence

Implementation

We will setup and configure your WFM system in a timely and effective manner to insure you are maximizing your potential upon roll-out and beyond.

Forecasting

We forecast your calls offered, handle times, and shrinkage on a weekly basis and review with management to insure all the proper considerations have been made. We then forecast the staffing demands needed to handle the anticipated volume within the service level goals.

Scheduling

Using the WFM tool we will optimize the agents' schedules against the forecasted demand to minimize costs and maximize performance. We will provide continuous input on methods to improve coverage while lowering costs.

Reporting

We will provide a combination of automated and self-generated reports to management to assist in their decision making processes regarding staffing and intra-day performance. We will also train the management team on how to use the reports to enhance individual agent performance as well as queue performance.

Real Time Adherence

We offer real time monitoring services, attendance line support, agent management and intraday performance management.

Planning

We offer continual guidance on new hire classes, cross-training, shift bids/staffing optimization, creative scheduling, seasonal planning, and much more. Our planning efforts can be tailored based on recruiting and training lead times to insure the performance goals are consistently met.