Virtual Call Center

Israel's leading communication provider, 013 NetVision, has announced that it has implemented ClickSoftware’s (News - Alert) ClickRoster Advanced Edition to optimally manage the shifts of its contact center staff in order to improve competitiveness.

Officials with ClickSoftware said that ClickRoster is a comprehensive workforce management solution that will automatically schedule the shifts and tasks of 013 NetVision's contact center staff.

It also includes a travel module and employee self-service which will help the company efficiently plan staff commuting and enable employees to update shift preferences, availability and exchange shifts with colleagues.  

"ClickRoster is a complete and sophisticated workforce management solution. Not only is it a proven, low risk option, it has comprehensive functionality to meet all our business requirements", said Ran Harpaz, chief technology officer at 013 NetVision, in a statement.

“The automatic solution reduces the amount of time we spend planning the shifts and improves efficiencies, ensuring that staff levels, on a daily basis, closely match demand, avoiding the cost of over-staffing and the potential drop in service levels of under-staffing," said Harpaz.

Company officials pointed out that the completeness of the solution and its integration with the CTI (News - Alert) (Computer Integration Telephony) system significantly reduces administration and provides staff with a clear view of accurate data.

"ClickRoster helps us meet customer demand with excellent service while keeping costs under control. This improves our competitive advantage," continued Harpaz. "By incorporating greater flexibility into their schedules, we are seeing a positive impact on employee motivation and retention."

"We are delighted to be working with one of Israel's leading communications companies," said Hannan Carmeli, president and COO of ClickSoftware.

 "Not only are we able to optimize the shifts of the contact center staff but we are also able to optimize the tasks that need to be performed by an individual within his/her shift. This combination of shift planning and task-based scheduling strikes at the very heart of efficient contact center operations," said Carmeli.