Solutions
| Outbound WFM | | Print | |
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The TotalView Outbound Solution helps contact centers more effectively manage marketing campaigns, spearhead collections and focus on customer retention.
The solution uses proven inbound techniques to produce accurate forecasts that serve as a strong foundation for efficient staff plans. Using this system, managers can quickly and easily build schedules that meet the specific needs of the contact center’s call environment: inbound only, outbound only, blended, block scheduling or any combination of methods. The system’s advanced features further enhance the outbound center’s productivity. Effectively Manage ChangeThe TotalView Change Management feature allows the center to see how its plan is aligning with the day’s actual events. Did a number of scheduled agents call in sick? Is handle time longer than expected? Armed with this information, managers can quickly identify and resolve problems before they escalate.Ensure Schedule AdherenceMeeting the center’s goals can oftentimes depend on how well agents follow the set plan. The TotalView Adherence Suite provides real-time and historical reporting tools that allow supervisors to easily monitor and analyze agent activity.Streamline Time-Consuming TasksThe 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 features available in WebStation Plus also let agents trade schedules, submit shift bid requests, enter work preferences, manage paid time off and request online changes. |
