Contact Center Workforce Optimization
Managing a call center to run at maximum efficiency requires intricate levels of planning—it requires evaluating call arrival patterns and creating agent schedules in response to match supply and demand appropriately.
We establish staffing levels using key data assessments, plus a unique insight and intuition that we’ve developed over years of industry success. This combination allows us to meet the service level agreements and performance targets we establish with our clients.
Strong intraday management assures flexibility
Even with the best forecasting techniques, there can be unexpected challenges. Our intraday management processes allow us to make swift course-corrections and adjust our staff to alterations in call volume. Having this onsite leadership allows us to monitor workloads across all channels and make adjustments as needed.
Your brand won’t suffer from the customer frustrations over high hold times, nor will you pay for staff that’s not getting work done. It’s all about maintaining a vigilant eye on the workflow to ensure that resources are being allocated to your advantage.