When you’re understaffed, it’s hard to keep your company running smoothly. Things inevitably fall through the cracks, employees get overworked, and customers can end up dissatisfied with a lack of adequate service.
When a company is overstaffed, they’re more likely to waste money on unproductive hours. There’s a balance that needs to be found in hiring the right people for the right job, while also hiring the right number of them to do the job.
That’s where workforce management comes in. Workforce management allows you to optimize operations. You can improve productivity and adequately strategize how many employees you need for certain tasks and at specific times of the day. It helps you to avoid understaffing and overstaffing issues.
We know how valuable workforce management is, which is why we use it for our staff. It allows us to make sure that we always have the right people with the right skills representing every company we partner with. One of the ways we do this is by addressing the “service level” needed by the company. We base these service levels on the company’s desired service model and their expectations.
Our workforce management model allows us to ensure that the right agents with the correct skillsets are on the system at the right time. It also allows us to make sure the correct number of agents is available for the anticipated volume of phone calls, chats, emails, or tickets. We use workforce management to verify that staffing levels will meet or exceed service level expectations across all of the client channels.
Workforce management allows us to do this through forecasting, which uses historical statistics, business trends, and known factors,d such as anticipated call spikes due to marketing campaigns. We can forecast the anticipated workload and provide excellent customer service. We can also use it as a managing resource. During the day, analysts can monitor service levels and determine if client transactions are meeting or exceeding agent availability. They can then make real-time adjustments to agent schedules if needed.
Workforce management and scheduling allow us to figure out how to meet your needs and expectations without over or under burdening available resources. It allows us to customize what we have to offer for each company’s needs while keeping customers satisfied.
Learn more about what we have to offer by calling us at: (877) 922-8877. We’d love to discuss what your needs are and how we can meet them.