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Call us: 0800 3167566
Call us: 0800 3167566
TOGETHER – CONTACT RANGE
Retain, engage and empower your employees with efficient workforce management solutions
To maintain competitive advantage, contact centres need solutions that enable and engage agents to deliver outstanding customer experience.
One of the most time-consuming tasks is workforce management to accurately forecast service level goals and agent performance.
Accurate and fully optimised forecasting will not only enable you to deliver optimal and efficient customer experience, it will also support your frontline staff to do their jobs effectively.
At Opus we can advise contact centres of all sizes on the best Workforce Management solution to suit its requirements, to help you stay ahead of the game and effectively plan for success, ultimately giving you happier agents, happier customers and increased revenue.
We work with a number of industry leading suppliers including Calabrio to provide you with all the latest features you require including:
STAFF SCHEDULING
Increase staff motivation and transform productivity by transitioning from a manual scheduling process to a flexible, digitally optimised workplace tool.
MAXIMISE MOBILITY
Allow your agents to easily communicate their requests and absences via a mobile app from wherever they are, as well as staying up to date with any schedule changes.
MANAGEMENT
Drive better agent engagement and increase customer service whilst balancing the contact centre needs by offering your agents dynamic scheduling and availability tools to give them greater flexibility.
INTRADAY
For further flexibility and demand management allow your agents to take on overtime or take voluntary time off for unforeseen changes in staffing requirements, all while keeping the needs of the business in mind.
GAMIFICATION
Engage and motivate agents by inspiring healthy competition that awards them with badges based on criteria such as quality scores and schedule adherence.
EVALUATION
Customise evaluations to specific agent goals and correlate scores again benchmarking technology to help improve performance.
It’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver.
Our world class expertise is delivered by our internal teams and best of breed tech partners.
We are technology agnostic and only deliver a business outcome driven approach.
We provide fully comprehensive reports, dedicated contacts and financially backed SLAs.
We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we have the specialist knowledge required, to support customers during the design, delivery, and ongoing support of their technology services.
Workforce Management (WFM) strategically aligns employees and resources with defined business goals. WFM optimises and automates scheduling and performance management by considering factors like agent availability, forecasted call volume, and revenue targets.
Workforce Management (WFM) refers to the full range of activities carried out by a contact centre to ensure the appropriate staffing levels are maintained. These activities encompass: predicting contact volumes, and arranging staff schedules in accordance with these predicted volumes.
A workforce management system enhances comprehension of team dynamics, covering engagement, collaboration, and unity. This aids department heads in gaining insights into employee engagement, directing attention towards factors that ultimately further boost employee effectiveness.
London Court
39 London Road
Reigate
Surrey
RH2 9AQ
60 Cannon Street
London
EC4N 6NP
2nd Floor Regal Chambers
49-51 Bancroft
Hitchin
Hertfordshire
SG5 1LL