Service Counter Workforce Management – TELEOPTI

Teleopti WFM Workforce Management

With the sales expansion of service counter, operation requirements have been updated gradually. The strict requirements for service counter workforce management (also known as scheduling) are increasing.

The priority of service counter personal management is to meet the requirements of customer satisfaction with minimum operating cost. Nonetheless, during the actual operation process, service counter agent’s preferences and requirements are considered. Scheduling task plays an important role in employee satisfaction which requires a delicate balancing process. Furthermore, it will directly affect the agent training cost, employee turnover and recruitment cost. In another perspective, it eventually affects the customer satisfaction and the continuous profitability of company.

To achieve a balance among these factors, service counter are paying more and more attention to the detailed resource arrangement and the refined management of agents. A typical example is the increasing expansion and application of multi-skills agents.

WFM Fulfill the Improving Management Requirement of Service Counter

With the progressive refinement of management, it has brought huge challenges to the scheduling task which is a part of management support. The traditional manual scheduling and Excel scheduling methods have become increasingly difficult to meet the requirements of refined management. With the help of scheduling management tools, complex scheduling requirements can be realized.

Teleopti WFM provides scientific scheduling forecast and a software that can cover across various industries such as service counter, retails and back office operation.

Teleopti WFM Scheduling System Module

Personnel module is used to manage the staffs and maintaining the information of service counter agents and users.

Basic shift is created in the shift module. Basic work shift can be created and maintained in this module according to rules, policies and service counter special requirements.

Forecast module predicts the call volume and accurately calculates the incoming call volume. Moreover, manage the manpower required to process the call volume in accordance with service objectives.

Scheduling module is used to arrange and optimize the schedule. In this module, the schedule creator creates and maintains the agent schedule, while monitoring and handling various changes such as holiday applications, inputs overtime and other activities.

In daily management module, the administrator can monitor the operation status of the day and manage the shift schedule.

MyTime is a web-based application primarily used to display schedules. In addition, it provides a simple and user-friendly interface for users to input their availability, personal preferences and needs.

Reporting module contains many kinds of standard reports.

Provide standard SDK to interact with other systems using Web Service method.

Multi-skills agent scheduling, scheduling in anytime, period scheduling and schedule release in intelligent terminal.

Adopts Windows style interface to support general copy and paste operations.
Schedule information bar: Shift and schedule information are displayed in the windows desktop, while the changes and announcements are updated in real-time.
Multi-level display of data: Support various view options such as time period, month, week, day and class. By switching between different views, it helps managers to comprehensively manage and consider all details.

Complete Product Suite, Provide Possibility for Sustainable Development

We intensively focus on R&D and develop “security & compliance” intelligent management related products. After years investment and research, we have accumulated rich industry leading experience in “security” and “compliance” and have developed a complete product series to provide customers with solutions at various stages of “security” and “compliance”. As the AI technology becomes increasingly mature, we will adopt more AI technology to develop our intelligent products to meet the “safety & compliance” need in the market and its sustainable development.

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