We offer a full range of consulting services to optimize your workforce, including forecasting, scheduling, guides Intraday performance management and “what if” scenario modelling.
We offer a full range of consulting services to optimize your workforce, including forecasting, scheduling, guides Intraday performance management and “what if” scenario modelling.
Our services include analyses of call/contact volume expectations from Marketing and Sales programs and defining contact increases and fluctuation in 1/2 hour patterns for calls and multi-channel contacts such as email, chat, fax, and correspondence.
We use Erlang C and Merlang best practices contact centre algorithms for forecasting call volumes, staffing, and scheduling. We model scenarios based on your unique requirements.
The first example, Figure 1, illustrates how the workforce can be optimized in a traditional call
centre to more closely balance the staff for the volume of calls received throughout the day.
The second example, Figure 2, illustrates how the workforce can be optimized in a multi-channel
contact centre to most effectively utilize existing staff to handle electronic contacts during periods
of low call volume – and still meet the requirements for timely email response.
Examples of our consulting expertise in the area of workforce optimization for call/contact centre operations with single or multiple skill levels includes: