Workforce Management Solutions for Optimal Contact Center Efficiency
Delivering first-rate products, achieving your sales goals, and offering exceptional customer support, all are great. To achieve those goals relies on managing the internal processes, and that involves the people – an organization’s most important asset. The path to success relies on a dedicated team focused on achieving common goals. Telvista’s workforce management develops and delivers a team based on sustainable workforce performance levels.
Our workforce management processes help businesses units achieve as well as maintain operational efficiency by staffing the right number of agents with the right skillset at the right time. Telvista WFM delivers cost efficiencies without jeopardizing revenue opportunities and maintains high customer satisfaction.
Features of Our WFM Program
From demand forecasting, employee scheduling, and agent assigning to training, we streamline your business processes and effectively manage your workforce for optimal performance and customer satisfaction.
Telvista’s workforce management program can help:
- Forecast contact center volume across multiple channels
- Monitor service level targets.
- Give a complete overview of available staff
- Forecast call volumes
- View historical call arrival patterns
- Create work schedules for individual team members
- Allow managers and supervisors to monitor team service levels on a real-time basis.
- Manage and oversee requested vacation days and leaves of staff
- View member’s off-phone activities, such as training and research time
