Workforce Optimization

Our workforce optimization solutions can deliver the following benefits:

Ease of Management

Improved operational management of employees, their time and attendance

Higher Productivity

Increased employee productivity including on-phone productivity, agent-scheduling productivity and management efficiency

Cost Savings

Lower operating costs including overtime costs, functional training costs, telecom costs.

Increase in Revenue

Increased revenue growth resulting from higher customer satisfaction and reduced attrition, and increased point-of-sale revenue created by improved service level management

A streamlined workforce optimization strategy offers a consistent customer experience

Our workforce optimization solutions help to ensure that the right skills are in the right place at the right time,
to deliver the highest standard of customer experience at the lowest cost.

Workforce Management

Forecast work volumes based on historical trends, so you can schedule your employees and monitor their activities in real time.

Competency Management

Define and deploy competency frameworks for all levels in the workforce. This will ensure appropriate upgrading of skills and promotions of employees.

Quality Management

Voice recording technology and coaching modules offer a framework to monitor interactions and ensure a consistent customer experience.

Performance Management

Measures the performance of employees against key performance indicators in real time.

Case Studies

Effective communication can be easily achieved using minimal internal resources.

The end result is a professional corporate image that's efficient and provides customer satisfaction.Better yet, it won't weigh heavy on your monthly expenses.

Speak to us today