TELEOPTI CCC Employee Self Service

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 centre. Such a healthy balance of your agents´ personal and professional lives can be achieved with the help of Teleopti CCC.

The Employee Self Service kit consists of three modules:

• Holiday Planner 
• Shift Trader 
• Agent Schedule Messenger 

Each module can also be purchased separately.

Together, these powerful tools help your agents become active participants in the centre´s staff scheduling. Agents can help direct their own schedule, for example, by influencing day/time preferences, shift trades, time-off requests and so on. In turn, this improves agent satisfaction levels and significantly reduces schedule-change requests.

Holiday Planner

Part of the Employee Self Service kit, Holiday Planner, allows agents to make an absence request and receive an immediate answer, without having to wait on a supervisor to first process the request.

Let´s assume for a moment that Lisa (contact centre agent) wants next Friday off to be with her family, while John is considering a last-minute trip to southern Spain and needs to know immediately if he can get two days off, on such short notice. Using Holiday Planner, both Lisa and John can make these (and other) types of requests and get immediate answers without supervisor involvement. Imagine how much happier your agents will be with these capabilities in hand. Agents will be more dedicated to any organisation that works hard to support their work-life balance.

Holiday Planner greatly simplifies ad-hoc absence requests for both agents and managers. Requests can be sent directly from the schedule view, and they can consist of any number of requested hours or days off. Requests will be automatically granted or denied based on each agent´s available time off. Unique requests will be put into a waiting queue for manual processing. 

Key Benefits

• Increased agent satisfaction
• Better acceptance of and adherence to workforce schedules
• Reduced administrative burden in handling schedule change requests
• Reduction in time spent responding to time-off requests

Shift Trader

Part of the Employee Self Service kit, Shift Trader, allows agents to trade one or more shifts and/or days off amongst themselves without the involvement of a supervisor – as long as specific business rules are followed. For example, Chris would like to trade his Monday morning shift for one in the afternoon. John has a Monday afternoon shift and prefers mornings himself. Shift Trader allows Chris to send John an electronic trade request. John simply needs to approve or disapprove of the request, and the result will be automatically processed and recorded by the system. This only works, however, if the two agents in question have similar skills sets, for example. The system monitors and manages this automatically.

Administrators can input any specific parameters, thresholds and/or conditions at will, such as requiring supervisor approval for days that surpass an agent´s time-off allotment, and so on.

Key Benefits

• Agent scheduling empowerment
• Significantly increased agent satisfaction
• Dramatically reduced administration time
• No negative impact on staffing or service levels due to missed shifts or not having adequate skill sets on hand

Agent Schedule Messenger

Part of the Teleopti CCC Employee Self Service kit, Agent Schedule Messenger (ASM), is a powerful, real-time two-way messaging tool for keeping agents current with the day´s schedule, reminding them of breaks and/or training activities, and more.

As an example, Kim needs to know if any changes have been made to her schedule during the day, and Ben needs to be reminded when it is his break time or he´ll miss it. These and similar tasks are easily accomplished with ASM, a streamlined top-of-the-screen application that displays today´s shift (updated in real time with any changes made by supervisors), as well as a visual display of the current time and activity. The module includes a reminder of the next scheduled activity and the starting time, and allows agents to receive messages sent by a supervisor and reply if needed.

Key Benefits

• Better schedule adherence
• Improved customer service levels
• Improved intraday planning
• Real time communication between agents and supervisors
• More informed agents

Register here to watch an interactive demo demonstrating the features of Teleopti CCC