Workforce optimisation

In the contact centre environment, human resource management and contact centre management play a cardinal role. Human capital management issues such as staff retention, training, recruitment, absenteeism and quality of service delivery impact the effectiveness of the contact centre. Considering that around 70% of the cost of a contact centre revolves around human capital, optimising these resources and lowering these costsis important in terms of overall profit margins.

Traditional performance management assessment methods in the contact centre environment entail time consuming paper-based evaluations. Such manual systems result in little more than a scoring mechanism to facilitate what is commonly referred to as Coaching and/or Quality Assurance. These scores are also open to bias and human error, which is not ideal when they are linked to Incentives, Bonuses, Performance Appraisals or Disciplinary Procedures.

The Qnique Workforce Optimisation Suite offers a combined performance evaluation and recording solution developed to world standards, allowing supervisors, quality assurors and managers to focus on what the analysis is telling them strategically, rather than the compilation of basic scores for the sole purpose of producing reports.

By combining workforce optimisation with benefits of the TELEOPTI CCC workforce management solution – namely forecasting, planning and follow up – significant advantage in terms of performance and profitability of the contact centre can be gained.

Products:

Qnique

TELEOPTI