WORKFORCE MANAGEMENTWorkforce Management Outsourcing
The discipline that keeps service levels and cost per contact under control: the right number of trained people, in the right place, at the right time, across every channel and every peak.
What's Included
Demand forecasting across channels and seasons.
Scheduling and shift optimization.
Real-time management and intraday adjustment.
Schedule adherence and occupancy management.
Elastic scaling for peak windows (e.g. Ramadan, White Friday, admissions and DSF).
How We Deliver
We manage to defined spans of control to protect quality and coaching, reviewed every three months and adjusted as programs mature.
Technology Platform
Industry-leading WFM suites (Genesys WFM, Teleopti, or Verint) integrated with contact-center telephony.
Typical SLA Framework
SLA tables represent an illustrative framework. Final contracted SLAs are configured per engagement.
Schedule adherence
Maintained above 90%
Forecasting accuracy
Kept within ±5% deviation of actual volumes
Response time to intraday alerts
Intraday adjustments executed in under 10 minutes
Onboarding Timeline
From contract signature to go-live typically runs 4 to 8 weeks, managed by a dedicated implementation team.
Ratios and Roster Audit
Reviewing history, checking current occupancy, defining spans of control.
WFM Tool Setup
Integrating software, loading historical contact volumes.
Calibration
Testing forecasting accuracy, adjusting scheduling variables.
Live operations
Full transition to intraday management, WFM analytics reporting.
Certifications
ISO 18295-1 (operational standards), ISO 9001 (process quality).
Ready To Start?
Book A Discovery Call Or Request A Proposal Customized For Your Volumes.