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CX TRANSFORMATION
WORKFORCE OPTIMISATION
Contact centre workforce optimisation uses integrated processes, tools and data to enhance the performance and agent effectiveness.
ASK AI – WHY OPUS?
Deliver seamless and consistent customer experience with workforce optimisation.
Contact centre workforce optimisation ensures the right agents are available at the right time to meet your customers’ needs. By aligning processes and tools together with performance data, effective contact centre workforce optimisation helps you to improve agent performance, reduce operational costs, and optimises staffing levels to meet changing demands efficiently. Implementing workforce optimisation delivers wide-ranging benefits, from boosting employee performance and reducing operational costs to enhancing employee satisfaction and customer experience via effective management of call volumes.
At Opus, we like to lead by example
Our contact centre support services are fully optimised to ensure we are here to support our clients around the clock.
CUSTOMER SATISFACTION
97.5 %
CSAT is measured closely to ensure our customers are satisfied with their products, services, and interactions with Opus
NET PROMOTER SCORE
0
Month on month we survey our customers to ensure our customer experience levels remain consistently high
FIRST TIME FIX ON A P1
99.2 %
We pride ourselves on delivering fast first time fix rates to ensure faults are resolved quickly on P1 incidents
Drive efficiencies across your contact centre with workforce optimisation
Workforce optimisation is effective in streamlining workflows and automating repetitive tasks across the contact centre, freeing up your agents to focus on higher-value activities or helping to reduce resource overheads.
By managing call volumes effectively and ensuring adequate workforce management (WFM) practices, contact centres can also minimise customer delays, reduce call wait times, and improve customer satisfaction (CSAT).
Our strategic partners
Use real-time analytics to make informed decisions on resource allocation
By accurately forecasting call volumes and aligning the number of agents to customer demand, businesses ensure their contact centre is operating at peak performance throughout the week.
Net Promoter Score (NPS) and First Call Resolution (FCR) KPIs are also measured to help contact centre supervisors identify gaps in agents performance and drive continual performance improvements within the contact centre.
CLIENT CASE STUDY
We increased agent productivity by 15% with a new omnichannel contact centre for a fast-growing insurance provider.
Empower your agents with quality management to help them identify gaps
Quality management is a key aspect of workforce optimisation. It enables supervisors to monitor interactions calls, chats, or emails or any other customer communication channel to assess agent performance and identify opportunities for development.
This helps engage your contact centre agents, reduce attrition and increase productivity which enhances the overall customer experience.
Ensure your contact centre is delivering a seamless customer experience during both peak and off-peak periods
Workforce optimisation helps simplify workforce management (WFM) by leveraging historical data and trend analysis to forecast future call volumes.
The advanced scheduling tools ensure shifts align with these predictions and enable supervisors to adjust the number of agents scheduled on shift to meet real-time demands.
Read our AI Driven Contact Centre Guide
This handy guide has been put together to showcase how combining the latest AI and innovative technology enables you to deliver next-level CX as well as cost reductions in your contact centre.
Workforce analytics leverages data-driven insights for informed decision-making, leading to enhanced operations
Using data-driven insights and analytics and customer behaviour, Managers can uncover agent performance metrics, employee engagement and address challenges within the contact centre proactively.
By carefully balancing agent availability and performance with customer needs, contact centres are equipped to achieve long-term success.
Benefits of implementing contact centre workforce optimisation solutions
Workforce optimisation tools offer a comprehensive set of benefits, ranging from operational efficiency and customer satisfaction to employee engagement and adaptability. These tools play a crucial role in elevating overall organisational performance and success.
Improved Operational Efficiencies
Streamlining processes and automating tasks, leads to cost savings and better resource allocation.
Enhanced Customer Experience
Ensuring sufficient staffing for prompt responses, improving wait times and CSAT.
Increased Employee Productivity
By gaining performance insights for targeted training, you can boosting employee morale and efficiency.
Better Employee Engagement and Retention
By analysing data you can recognise and reward outstanding performance to boost morale.
Data-Driven Decision-Making
Use real time analytics for informed and strategic decision making.
KPI Adherence
Track performance against strategic KPIs like NPS and CSAT to monitor efficiencies and excellence.
Effective Coaching and Training
Identifying improvement areas for targeted skill development and agent retention.
Implement Process Automation
Use data to help identify process improvements and reduce manual workload for more strategic tasks.
Proactive Issue Resolution
Addressing concerns early with employee feedback mechanisms and tailored development.
Strategic Planning and Adaptability
Using workforce analytics for agility in changing markets and to meet future demand.
Read our live client feedback
World class CX Transformation solutions designed to enable your business
to deliver the highest level of customer experience
Our CX transformation solutions cover every aspect of CX, some our our solutions are outlined below.
Conversational Analytics
Use natural language processing (NLP) and machine learning to identify key topics, sentiment, trends, and patterns within conversations.
Interaction Analytics
Analyse customer interactions such as phone calls, emails, chats, and social interactions using NLP combined with speech analytics.
Reporting Analytics
Identify and measure key analytics to optimise agent productivity, enhance customer experiences, and drive operational efficiency.
Conversational AI
Understand and respond to customer enquiries using various conversational AI tools such as Intelligent Virtual Agents (IVA) and Agent Assist.
Workforce Optimisation
Enhance the performance, efficiency and effectiveness of contact centre agents. Using integrated processes, tools and data.
Quality Management
Deliver high-quality customer service while adhering to regulatory requirements and industry standards using AI and automation.
Voice of the Customer
Collect extensive data from customer feedback gathered during their interactions to build a complete picture of your customers.
Voice of the Employee
Understand employee perspectives, needs, and concerns. Enhance employee satisfaction and customer experience.
Find out more about how Opus can add value to your business
Reigate Office
London Court
39 London Road
Reigate
Surrey
RH2 9AQ
London Office
60 Cannon Street
London
EC4N 6NP
Hitchin Office
2nd Floor Regal Chambers
49-51 Bancroft
Hitchin
Hertfordshire
SG5 1LL