Workforce Optimization Management Services

Workforce Management is a business strategy that promotes operational efficiency by  assigning the right resources with the right skills to the right job at the right time to meet business requirements.

 

 

Forecasting

 

Analyze center data to calculate future contact transaction volumes. This will enable the  center to see how many calls/transactions it has previously received at a certain time, on a day to day basis, and also on a seasonal basis.

 

 

Staff Scheduling

 

Assigning the right number and the right kind of resources at the right time and place to meet the business demand.

 

 

Capacity Planning

 

Calculating the optimal number of resources needed to ensure efficiency on future transactions.

 

 

Employee Performance Management

 

Creation of Key Performance Indicators like Metrics to measure efficiency on the Key Result Areas.

 

 

Shrinkage Management

 

This refers to the management of the unproductive time of agents (resources) due to breaks, meetings, training, vacation, illness, absenteeism, etc.

 

 

Consultancy fee will depend on the type of consultancy availed.