WFM Solutions

Workforce Management is one of the most critical functions of planning and managing a Contact Center. Since the majority of cost associated with a contact center are attributable to personnel, it is imperative to get the just right number of staff in place.

Overstaffing results in spending needless money, while understaffing results in poor service, over-worked staff and the risk of lost revenues.

Staffing a contact center is not an easy task and is complicated further by externally generated work, random arrival of calls, invisibility of customer queue and high service expectation of customers. It requires a systematic approach with attention devoted to major steps like forecasting workload, calculating staff requirement, creating staff schedules and managing daily staffing and service levels.

Our service includes:

We provide our clients with WFM solutions that meet their needs and demands and help them achieve key KPI's and Service Level targets. The list includes:

• Creation of Long Term and Short Term Forecasts
• Capacity Planning for the Contracts to provide the workload requirement over the year.
• Provide Hiring and Ramp-Up/Down plans to manage Peaks and Valleys during the year.
• Creating/Reviewing Staff Schedules to maximize service and minimize cost.
• Intraday and Real Time Management.
• Vacation Administration.
• Load Balancing.

For more information on Workforce Managment Solutions, please contact one of Intelegencia Business Consultants at or email us at  sales@intelegencia.com

Please let us know how we may be able to partner with you to meet your business objectives and challenges.