Process Analysis

The planning process and internal communication - Who will do what – when and how?

What are your forecasting, workforce management and follow-up processes like today? Does the person who forecasts your staffing know what kinds of campaigns your marketing department is planning for the upcoming quarter?

Good communication among your various organisational units will afford your contact centre the opportunity to efficiently schedule suitable service levels and staffing for the future. From the point of view of your employees, it is also important that you have well-functioning procedures that can put together a schedule for each agent in a timely manner and handle requested changes to it.

During this study, Teleopti’s consultants will stress the value of sharing key strategic information from Teleopti CCC while they examine your working method in the area of scheduling.

Reporting is also an important part of communication. Do you have reports that are easy to produce and that gives every function in the company information that is adapted to their specific demands?

Teleopti CCC offers a wide range of standard reports and also an advanced tool for creating your own reports, PM, Performance Manager. Different levels stakeholders have different demands on detail level and content, and reports should be easily accessible for everyone. 

We will help you structure your WFM-reporting to give every level in the process the adequate and timely reports they need to be the active stakeholder in the planning of the Contact Centre.