By developing a service strategy that staffs exactly according to contact demand you ensure not only consistent service quality, but also operational and financial efficiency. An optimized plan pays for only the agent capacity you need to achieve service level goals, saving you money.
Plan Using Accurate Requirements: Accurately predict the required number of customer service agents necessary, by week, over a multi-year horizon, accounting for:
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Staff Exactly to Service level: CenterBridge’s “just-in-time” hiring and overtime algorithms make sure agents are available exactly when they are needed—not too early or too late. You will know precisely when, where, and how many agents to hire, accounting for:
- Seasonal contact volumes
- Productivity differences across centers
- Agent learning curves
- Shrinkage and attrition forecasts
Use Controllable Shrinkage Productively: Vacation, breaks, training, and overtime/undertime can be used to fill gaps in the overall staffing strategy.
Using CenterBridge you can easily leverage these activities to better “hug the staff requirements curve” at the least cost i.e., saving money and meeting service goals more consistently.
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