Forecasts that will not leave you guessing


The behaviour patterns of customers and your own response targets are just two of many parameters that can direct your staffing requirements.

Enter as many parameters as you like; Teleopti CCC automatically optimises the scheduling and provides you with long-term forecasts, helping you to budget and analyse the effects of coming changes and demands.

Peak season, campaign periods, low season, emerging trends, periods with a risk of overstaffing and understaffing – thanks to the forecasting tool your contact centre is always optimally manned.  

Furthermore, Teleopti CCC automatically optimises scheduling taking into consideration the agents’ skills, contact channels, agents’ preferences concerning working hours, local labour laws and your company’s staff policy. 

 

Planning is easy, no matter whether it be days, weeks, months or even years in advance. You always have costs under control, not just those arising but future

  
costs too. Therefore Teleopti CCC provides you with a basis for making accurate
budgets and you can meet profitability targets without worry.


Agent skills – keep up-to-date and available                            

Teleopti CCC contains a registry function where you can place each agent’s skills. The registry is date guided meaning you can define future skill changes and quickly review your overall needs. The registry also answers your questions regarding future training and the skill development of each individual agent, as well as highlighting the possible need to recruit particular skills.

Thus Teleopti CCC provides you with the opportunity of creating optimised planning for dynamic contact centres, so your service levels will not be negatively impacted by sudden changes in skills or working-hour regulations.