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Outbound WFM | Print |
Scheduling and forecasting in an outbound environment requires special considerations to insure your business goals are achieved.   Management must take into account the specifics of the outbound environments, campaign requirements, campaign schedules, agent scheduling rules, planned “non-productive” activities, as well as agents’ skills and availability.  IEX TotalView Workforce Management provides a powerful resource to track and improve your agents’ skills and performance and deliver the results you need.  Using the TotalView system will help lower your costs by accurately scheduling staff to meet the objectives of your campaigns.  It also will increase your customer connect ratios by more effectively planning and allocating resources.

Effectively Manage Change
The TotalView Change Management feature allows management to study how its plan aligns with the day’s actual events. Did a number of scheduled agents call in sick? Is handle time longer than expected? Are your right party connects (RPC) below normal? Did you dial through a list faster than expected? Armed with this information, you and your team can quickly identify and resolve problems before they escalate.

Ensure Schedule Adherence

Meeting the center’s goals often depends on how agents follow the plan and schedule. The IEX TotalView Adherence Suite provides real-time and historical reporting tools that allow supervisors to easily monitor and analyze agent activity across multiple dialer and ACD platforms.

Streamline Time-Consuming Tasks

The TotalView WebStation feature streamlines many time-consuming administrative tasks.  It allows agents and supervisors to view schedules right from their desktop using a standard Web browser. The additional capabilities available in WebStation Plus let agents trade schedules, submit shift bid requests, enter work preferences, manage paid time off and request online changes.

Optimize Lists and Agents
Once you have established a strong foundation in workforce management, you may wish to consider aligning agents with optimized right party connects to deliver the highest return on agent hours. IEX has partnered with Austin Logistics, a leading provider of event-based decision support solutions, to offer strategic analytic modeling and software services that further boosts productivity and produces optimal results.

Whether your goal is to improve customer right party connect ratios, create a permanent boost in positive call outcomes, or simply maximize the potential of every agent in your organization, using IEX TotalView Workforce Management in your contact center will deliver a more accountable, productive business environment.