Capacity Planning
Recommend Opportunities for Headcount Reduction without compromising KPIs such as Service Level, Abandonment and Grade of Service.
Forecasting
Normalize forecasts by using Regression Analysis to apply 3-month trends and year-over-year analysis that captures outlier trends, enabling us to normalize the forecast and recommend cross-training of resources depending on the need
Real-time Management
Unbiased flagging whether it’s in-house or vendor-based operations Able to recommend single/multi-skilling as necessary Proactive OT/VTO recommendation depending on the scenario
Scheduling
Unbiased schedule distribution
Reporting
Provide unbiased and accurate reports depending on client preferences
Our Workforce team is composed of tenured Workforce employees who bring a wealth of industry experience to our Workforce processes and strategies.
CASE STUDIES
A multinational electronics company needed a reliable new BPO partner to service the majority of their LOBs (Outbound Retail/Survey Work, Inbound Voice & Back Office Support) and help the client with high Agent Error rates and low productivity and completion rates.
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Designed to optimize the recruitment process for both applicant and employer, MIA’s real-time interaction capabilities replaces tedious job applications with dynamic conversations, letting the applicants tell their stories via chat or video and ensuring that the right person gets hired for the right seat.
Only 3 out of 30 BPO companies rate
4.0 or higher, putting us in the TOP 10%
(Glassdoor Rating)
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