Workforce Optimization
Workforce Optimization is a contact center industry term for the technology, tools, processes and disciplines that are used in concert with one another to solve major contact center challenges and leverage their most expensive and valuable asset, their people.
Altivon’s Workforce Optimization practice combines technology, consulting, and implementation services to provide a complete solution that continuously aligns people, skills, and business goals. This includes strategic planning, skills forecasting, employee development, recruitment and retention practices, scheduling, forecasting, performance evaluation, performance management, benchmarking, interaction recording and monitoring, skill-gap analysis, coaching, developmental and remedial training, and recognition and reward systems.
- Scheduling—Staff the right number of people to match call volume, so you don't waste money or lose customers.
- Forecasting and Adherence—Accurately forecast your staffing needs and understand forecast adherence.
- Quality Monitoring & Recording—Handle your customer needs correctly, promptly, courteously, efficiently and accurately. Ensure that staffers follow the correct process, and that the process works effectively and efficiently. Review feedback to determine if it is fair, consistent, calibrated and meaningful to your staff.
- Speech Analytics—Score and evaluate all of the calls you are recording. Capture the voice of the customer.
- Customer Feedback Surveys—Know how your customer felt about their last interaction with you, whether their need was satisfied and see if your customer’s opinion of how they were dealt with agrees with your quality scores.
- Coaching—Enable supervisors to properly assess their people’s strengths and weaknesses in a time efficient manner. Give them tools to coach and reward for a job well done.
- Training—Keep your front-line people up to date. Formal, managed training is essential. Use idle time for on-line computer based training. Identify and train based on best practices using actual customer interactions.
- Measurement—You can’t manage what you don’t measure. People respond to how they are measured; be sure you measure the right things.