(770) 609-6565

How It Works

IV. TRACKING

Time-off Management, Daily Exception Entry & Schedule Adherence

We receive your exceptions using a web form and enter them daily
Weekly schedule adherence reports
Meeting Planner
Time-Off Requests - we will receive and approve, decline, or wait list time-off requests for your center

V. COST

I. WFM Staffing Models

Weekly & Monthly. Delivered in a monthly or quarterly Strategic Review. Metrics include:

Planned vs. Required Staff, with Net Staff
Extra Capacity and understaffing hours
Phone volumes, Forecast vs. Actuals
Average Handle Time history and breakdown by talk, after-call, hold, and ring times
Workload Hours and Utilization including onboarding, absences, off-line activity, Erlang hours, and Human Factors

Preview Staffing Model

Learn more about our 19-point forecasting method

You select the services that you want: WFM Staffing Models, Forecasts, Schedules, and/or Tracking Service.

First, we will ask you to complete a questionnaire about your contact center, and provide us with your historical data.

Every week we will provide you with fresh updated forecasts in our weekly packet during a weekly tactical meeting.

Every quarter we will provide you with our WFM Staffing Model.

You and your agents will receive our Real-Time Adherence system, schedules delivered in .ics files (to import into your calendar) and our Time-Off Management cloud-based interface as part of your normal scheduling service.

View a Sample Proposal

III. SCHEDULES
Weekly schedules delivered in advance via Outlook, online using the cloud, and in the Forecasting weekly packet.

Pre-planned off-line activity, meetings, and absences are loaded in advance with each weekly schedule
Fully optimized breaks, lunches, start/stop times
Delivered in Outlook, and online via web browser login
When this service is used in conjunction with our forecasting service, additional projected metrics (by Interval, Day, and Week) will include:
- Net Staff, with additional potential abandons during understaffed times
- Service Level Time
- % of Calls handled within Service Level Threshold
- Average Speed of Answer
- Occupancy %

II. FORECASTS
Tracked by Interval, Day, Week & Month. Delivered in a weekly packet during the Tactical meeting. Metrics include:

Forecasted calls offered with normal abandon goals
Smoothed average handle time projections
Base workload requirements
Workload plus non-discretionary human factors
Erlang requirement add-on
Fully Loaded Required Staff
Forecast vs. Actual, with forecast potential and confidence levels

Preview Weekly Packet