An inaccurate forecast can have an enormous impact on your organisation.
Many planners, however, use only the simple techniques that are standard within workforce management applications.
NextStep’s expert forecasters apply a variety of mathematical tools and techniques, along with considerable commercial and operational acumen, to create the most accurate forecast for your business.
The recruitment and training of agents often has a long lead time. Forward planning is required to ensure you are acting in time to meet your future staffing requirements.
NextStep keeps track of your staffing and works with you to develop a detailed recruitment and training plan.
Through the coordination of recruitment and training activities you can be assured of meeting both your centre’s performance goals and staying within your budget.
> How many agents would you need for a 70/20 service level?
> What would it mean if you changed your hours of operation?
> What would your service level be if your new marketing campaign doubled your call volumes?
Having answers to these types of questions can be the difference between success and failure.
NextStep gives you the information you need to make effective decisions and successfully drive your organisational strategies.
The basis of efficient scheduling is having a precise understanding of the staffing requirements for each interval of every day.
By taking your total expected workload, and assessing it in conjunction with your contact arrival patterns, NextStep provides the information needed for efficient scheduling.
Scheduling agents can be complex and time consuming.
It’s worth the effort, though, because good schedules are critical to achieving positive outcomes for your customers, your business and your employees.
NextStep creates and manages efficient schedules to ensure smooth, consistent queue coverage while following the business rules you define.
Real-time management fine tunes your agent’s schedules to meet up-to-the-minute requirements.
The key to effective real-time management is in having well thought through response plans.
NextStep has a wide range of response plans that can be customised to meet your requirements.
We then monitor your centre’s performance and enact the response plans when situations exceed the pre-agreed thresholds.
Our expert team of workforce planners have over 15 years experience and cover the full spectrum of contact centre workforce planning requirements from recruitment planning to real-time management.
Using proven methods, tools and techniques our specialist team works alongside yours to deliver workforce planning services under a contracted service level agreement, at an agreed cost, with simple monthly billing, without long-term contracts.
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