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.
|
