Embedded Files
The Analyst Group is a collection of contact center industry specialists with the know-how to provide effective solutions to various problems that can keep your call center from achieving its optimal level of service. We have years of experience helping our customers with their forecasting, scheduling, real-time coordination and reporting needs. Contact us to find out how we can help you.
Scheduling
Implementation
We will setup and configure your WFM system in a timely and effective manner to insure you are maximizing your potential upon roll-out and beyond.
Forecasting
We forecast your calls offered, handle times, and shrinkage on a weekly basis and review with management to insure all the proper considerations have been made. We then forecast the staffing demands needed to handle the anticipated volume within the service level goals.
Scheduling
Using our WFM tools we will optimize the agents' schedules against the forecasted demand to minimize costs and maximize performance. We will provide continuous input on methods to improve coverage while lowering costs.
Planning
We offer continual guidance on new hire classes, cross-training, shift bids/staffing optimization, creative scheduling, seasonal planning, and much more. Our planning efforts can be tailored based on recruiting and training lead times to insure the performance goals are consistently met.
Real Time Coordination
Attendance Line Support
We can handle capturing any agent attendance events which may impact headcount throughout the day.
Real Time Monitoring
We offer real-time monitoring of queue performance and agent adherence.
Intraday Performance Management
Making sure things like attendance issues and off-phone activities do not impact queue performance is an ongoing challenge. We can constantly measure all performance metrics and alert management to any effects.
Agent Management
We can also monitor agent behaviors to make sure your business gets the most out of everyone.
Advanced Reporting
We provide a combination of automated and self-generated reports to management to assist in their decision making processes regarding staffing and intraday performance. We can also train the management team on how to use the reports to enhance individual agent performance as well as queue performance.
Automated Reports
We can schedule reports with important daily metrics to evaluate changes to your business. Deliverables can be tailored to your business's unique circumstances.
Intraday Reporting
Capture important intraday trends with our live, real-time reporting. Metrics like forecast-to-actuals, scheduling deviations, adherence and service level are available.
Innovative Analysis
We specialize in innovative data analysis to find trends that are not always apparent when just looking at the numbers, like this chart of average call arrival by day of week.
Custom Reporting
Sometimes uncontrollable events can impact your business. We have experience creating specialized deliverables so you can make immediate decisions.
Report abuse