eWorkforce Management
Aspect eWorkforce Management enables contact centre managers
to ensure they have the right number of suitably qualified
agents available to handle accurately forecasted customer
calling requirements while keeping staff costs to the minimum.
Main features
Using the volume and call duration information provided by
the PBX or ACD, eWorkforce Management allows contact centre
administrators to accurately forecast future call patterns,
allowing them to schedule staff with the correct skills and
expertise to meet customer calling requirements.
Being able to budget and forecast more accurately and
efficiently allows management to achieve significant
savings in staff costs and reduces agent turnover and
overtime costs.
The system will automatically identify the best times
for agents to undertake non-phone activities, such as meetings,
training, responding to e-mail and faxes and will ensure that
breaks and lunches are automatically scheduled during low
calling demand periods.
Optional modules
Aspect eWorkforce Management’s advanced Perform module
includes facilities for reporting on agent productivity
and adherence to schedules and will alert management about
deviations such as late starts, early finishes and extended
breaks. This typically results in productivity improvements
of 5% to 10% within the contact centre.
The optional Empower module provides agents with
work schedule details and changes via e-mail and allows
them to request schedule changes and exchanges of shifts
with other agents providing the exchange is between
similarly skilled agents.
Empower can be set up to automatically accept these
requests provided the replacement agent has the
appropriate skills and the exchange conforms to the
company’s rules, or allow management to control this
process. Once such an exchange has taken place the relevant
parties will automatically be notified by e-mail. Empower
significantly improves staff morale, reduces agent turnover
and staff management overheads.
Customer deployments
One SA TV broadcasting company was able to predict with
97% accuracy the number of calls that would be received
preceding a well publicised sports event in the early hours
of the morning, thus ensuring they had the correct staff
in place to handle the event.
A major user of eWorkforce Management controls the
work schedules of over 4,500 agents in 14 call centres
from a centralised planning and resources group in Pretoria.
Real-time alerts inform these managers of staffing problems
or other resource problems allowing reallocation of calls to
other centres to maintain the service level.
Ninzi-Connect
Ninzi-Connect has ten years experience in delivering workforce
management solutions to a wide range of contact centres from
50 agent single site operations to the 4,500 agent multiple
site installation described above.
Features and benefits
- Support for all major PBX and ACD systems.
- Typical return on investment in seven to nine months.
- Potential 15% to 25% reduction in staff cost savings
due to accurate forecasting.
- Accurate forecasts of call patterns, typically at
half-hourly intervals.
- Easy-to-use graphical interface allows tracking of
agent activities and performance.
- Automated Scheduling of single and multi-skilled agents.
- Powerful "what if" scenarios for strategic planning.
- Frees up management for more coaching and supervision.
- Optional modules to further enhance the core
system functionality.
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