The Outsource Manager extends the proven multisite management capabilities of the TotalView Workforce Management system to accommodate outsourced sites. The solution facilitates the exchange of planning and performance information between in-house and outsourced operations.
Visibility Into Outsourced SitesInformation on staffing levels, agent schedules, resource requirements, intraday performance and more is periodically exchanged by the SmartSync feature, ensuring that everyone is working from the same set of data.
A comprehensive view of in-house, outsourced and combined resources as well as performance lets the center conduct what-if analysis to evaluate the benefits of potential changes in work allocation or contact routing strategies. This allows management to make adjustments within the in-house contact center and communicate desired changes to outsourced operations. That way the center avoids paying unnecessary resources during periods of overstaffing, and outsourcers are able to respond quicker during periods of understaffing when service levels are endangered. |
