With West Corporation’s state-of-the-art workforce management software system, Spectrum (News
), call centers can rest assured that an optimum level of staffing is in place.
As the most flexible workforce management software system in the industry, Spectrum is unique in that it was created by call center professionals; people who know first-hand what call centers need and when they need them.
For a company with a call center, an agent is the voice behind their business.
With call center agents playing such a critical role in the success of a business, agents should be respected and treated fairly with positive reinforcement.
One major benefit of Spectrum is that it gives call center agents and home agents complete control over all aspects of their schedule, resulting in a positive impact on business performance.
Spectrum allows agents to view their schedule, volunteer for up-time or overtime and sign up for down-time or pre-arranged excused time. They can trade whole or partial shifts with other skilled agents, request scheduled time off and completely manage their schedule to the betterment of the organization.
Because Spectrum provides the agent with more flexibility, employee satisfaction is increased and so is attendance. This means the right amount of staff will be on hand to meet call demand.
Spectrum also reduces the possibility of having to pay overtime, hire and train new agents or experience high abandons. Also, businesses save on labor costs by reducing the scheduling process from hours to just minutes.
Determining the number of agents needed for all skill sets is important in order to ensure a successful program. Spectrum dynamically allocates agents to the most appropriate skills based on real-time call center conditions. When making forecast modifications, Spectrum automatically updates the hours offered to the workforce. As a result, Spectrum makes sure that agents are scheduled to the most appropriate skills to maximize service levels while increasing agent utilization.
In addition, Spectrum offers subscription-based pricing so there are no hidden costs, no capital expenses and no software expenses. Subscription pricing includes support/maintenance, training, software upgrades and most product enhancements.
With the increasing demands put on businesses today, it is crucial for them to provide unique and effective customer care call center solutions that enhance customer relationships and drive success.
Developed specifically by West, this workforce management software system is based on highly detailed data, collected over two decades of staffing and scheduling experience. This information, along with client input, is applied to the current project to produce accurate call volume forecasts in half-hour increments.
With over two decades of experience and proven success for its customers, West continues to define the standards by which all other providers are measured.
Michelle Robart is a contributing editor for TMCnet. To read more of Michelle's articles, please visit her columnist page.
Edited by Michelle Robart