Your agents are your most important resource. They are also one of the most expensive so planning for them is critical to the overall profitability of your contact center. The last thing any manager wants to see are agents sitting idle. It’s analogous to watching money go down the drain. This scene is followed close behind by frazzled agents who can’t keep up with contact demand. That’s a direct hit on service level goals.
Planners using CenterBridge are able to build staffing and hiring plans that account for variables such as seasonality, productivity, agent learning curves, overtime, controllable and uncontrollable shrinkage, attrition, and leave.
Even especially complex environments like multi skill where agents are handling numerous contact types across multiple centers are easily planned for using CenterBridge.
Staffing Levels Are Exact: Determines when, where, and how many agents to hire accounting for seasonal contact volumes, handle times, productivity differences across centers, and agent learning curves. Agents start exactly when they are needed – not too early or too late.
Requirements are Accurate: Accurately calculates all staff requirements, accounting for multi-skill efficiency, target ASA, service level goals, and abandon rates by week over a multi-year horizon.
Overtime/Undertime & Controllable Shrinkage Management is Easier: Fine-tune your shrinkage plans and ensure your center is not paying for either unnecessary overstaffing or unnecessary service decline due to understaffing. You will hug your requirements curve.
REQUEST a personalized CenterBridge demo.