Employee Empowerment

Powerful mobility – work wherever you are 

Work-life balance is more than just a catchy phrase; it is a key factor in increasing employee satisfaction and retention, reducing sickness and absenteeism, improving customer service levels, and ultimately, increasing the profitability of your contact center. Such a healthy balance of your agents´ personal and professional lives can be achieved with the help of Teleopti WFM Lifestyle package. The Teleopti “Lifestyle” package is easily accessible through the MyTime* portal and allows agents to make requests, check messages and performance – at work, home or on the run.

Vacation Planner

Vacation Planner handles agent vacation and other ad-hoc absence requests, followed by instant notification of request acceptance or denial. Agents can easily view their remaining annual leave allowance through the MyTime* portal, and on a daily or even hourly basis, put in a request for vacation time. In line with pre-set allowances or service level targets, requests are instantly and automatically accepted, denied or put on a wait list. The schedule is updated in real time, with agents seeing the response in MyTime*.

Benefits:

  • Reduce administration time, thanks to automated request handling
  • Improve agent satisfaction and empowerment, thanks to instant request notifications
  • Increase efficiency. When vacation is associated with service level targets, vacation is granted only when service levels are anticipated to exceed those targets.

Shift Trader

Shift Trader allows agents to view colleague schedules for trade shifting one or more days. The request is sent to the colleague for approval or denial, with instant notification and schedule updates in real time, viewable in the agent’s MyTime* portal. Rules are established by the planning team to ensure that agents can swap as many or as few shifts as desired, without affecting service levels. 

Benefits:

  • Reduce administration time, thanks to automated request handling
  • Improve agent satisfaction and empowerment, thanks to instant shift-trading notifications
  • No adverse impact on service levels or agent working hours, as stipulated by configurable business rules on skills and available shift trades.

Overtime Availability

Overtime Availability automates overtime management, allowing agents to enter their overtime availability through their MyTime* portal, at the start or end of their shift - or on a day off. The resource planner is now able to view agent overtime availability for intervals when overtime is required. Agents are automatically scheduled according to need, thus ensuring service levels are met and overtime is allocated to the appropriate agents. 

Benefits:  

  • Reduce administration time, thanks to automated overtime scheduling
  • Improve agent satisfaction and empowerment, thanks to the availability posting function
  • Increase service levels, with overtime allocated accurately and efficiently, thus ensuring minimal under- or overstaffing

*Teleopti WFM MyTime – the web based agent tool designed to involve your most valuable resources

In Teleopti WFM MyTime, the agents can view their current day’s schedule – as well as that of other team members –  and enter preferences on how they would like to work for any predefined period. Agents can also view their performance report with adherence, number of calls answered, average call duration and collected agent badges.

With Lifestyle, agents are able to make shift trades, request vacations and enter overtime availability, making the MyTime portal an even more powerful tool. Notification and schedule changes are automatically updated in MyTime – in real time.