Optimize resources for cost savings
Do you feel like your contact center resources are being underutilized?
Imagine being able to get your workforce to answer all your customers’ questions on-time and without agents sitting and waiting for the call to come through, wasting time and resources. That is exactly what a skilled workforce management team does for your operation.
Nearsol has a dedicated team of experts that will analyze your current operational workflow and provide solutions to optimize your agent schedules, call routing, training, and offline activities. Optimization is achieved through identifying trends, finding the seasonal surges, and upcoming promotions to generate half-hourly, hourly, daily, weekly, monthly quarterly, and yearly reports. These reports are then used to properly schedule agents, managers, and all other contact center resources.
You may be asking yourself, why outsource when my current provider is already managing the workforce management themselves?
The answer is simple: having a third party managing your agent schedules reduces the excess of resources, therefore, the billable hours you need to pay are cut significantly. Nearsol’s experts with more than forty-nine years of combined experience utilizing their skills were able to increase forecasting service accuracy levels from 50% to 90%, saving our client millions of dollars. This is a testament to our success in Workforce Management. Having an accurate forecast is vital as this report is the backbone to schedule all other contact center resources; agents, training, and offline activities. If the forecast is unreliable, then improper scheduling of agents and activities will be the result.