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Teleopti offers its services both to organizations whose workforce management has no access to system support and to organizations that want to expand the usage of their system by means of Teleopti CCC.

 

Implementing changes with Teleopti CCC
Workforce management is an ongoing process, and there are always areas that require improvement – both in the long and short terms. Unfortunately, there is rarely enough energy, time and resources to take advantage of all these opportunities simultaneously. So it’s natural that you want to identify the approach that can promise the best results.

Teleopti can sit down with you and review your current circumstances. Based on our experience of implementing change at many Swedish contact centres and the simulation capabilities of Teleopti CCC, we can suggest the most effective measures for you to take. Below are a few examples of how we can help you embark upon the process of change.

• IMPROVE
• Forecasting analysis - Do customers call when you want them to?
• Getting all your work done - Planning activities other than taking phone calls
• Working hours agreement 
• The planning process and internal organizations

Are you in need of a workforce management system?
Teleopti can conduct a pilot study to estimate the impact of a workforce management system on your costs and on how well you handle your incoming calls. The pilot study will provide valuable data to the call centre’s management team as it eyes an investment in systems, working methods or organizational changes.

Although the pilot study can vary in scope, it normally includes a review of the following topics:

• Introduction to workforce management
• Organizational prerequisites for optimal staffing
• Investments analysis- Financial consequences of implementing a workforce management system
• Technical prerequisites for incorporating a workforce management system into your IT environment