The transformation of the operational model has to be supported by technology, too. The organizational review of services, sites and shifts up to the implementation of delocalization logics impose quick analysis and actions relevant to the organization of agents that can be ensured and optimized through the WFM – Workforce Management – tool.

WFM is able to issue accurate forecasts of the contact volumes, to set out the number of agents required to manage them in compliance with the established service levels, to size the shift schedule according to the complexity of the different services to provide, to plan the activities and assess in real time the match of the available resources to the planning in order to minimize the operational inefficiencies.

To ensure that both the historical data and the skills of the agents are updated on all the channels in real time, WFM can be seamlessly integrated with other applications and provides reporting tools useful for all the operating roles, from the Agent to Senior Management.

Forecasting

• Accurate forecasting model, based on short and long term historical data for inbound, outbound and back-office
• What-if – scenario simulations

Scheduling

• Schedule flexibility according to the needs or the constraints of the company
• Ability to create what-if scenarios
• Integration of equity rules and labor law restrictions

Tracking

• A sophisticated intraday performance tool allowing the forecasting repetition with additional what-if schedules
• The “Perspective” function allows to manage and track events and obtain accurate and thorough reports
• Graphic display of Intraday information with click through function

Efficiency and cost reduction

• Increasing of the agents adherence to the scheduling
• Reduction of the “facility” costs by optimizing the use of the workstations
• Improvement in the operator performances compared to the objectives
• Simplification of the multi-site and outsourcing management

Identification of the Skills

• Reduction in the number of people needed to achieve the service level
• Mitigation of risks arising from unexpected events

Employee satisfaction

• Making the agents responsible of their own scheduling management
• Balance between the business and the employee needs
• Tracking of the agent performances compared to targets

Staffing Scenarios

• Fixing the optimal staff and the best resources assignment

Organization Benefits

Improved forecasting and shifting accuracy.
Possibility to centralize the planning and control activities according to the required sizing.

Cost Optimization

Use optimization of the unassigned resources: cost reduction due to an accurate scheduling of holidays and leaves.
Contract duration optimization due to a better planning and a better use of the “skill base routing” logics.
Average increase in the staff productivity.
Reduction of the time worked required for the planning, control and reporting duties.

Performance Improvement

Improvement of the adherence to the assigned duties.