Recommend Opportunities for Headcount Reduction without compromising KPIs such as Service Level, Abandonment and Grade of Service.
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 Recommend cross-training of resources depending on the need
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
Unbiased schedule distribution
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.
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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