Workforce optimisation

It’s time to learn from the telephone-centric legacy

Contact centres want front-line staff to do more, because it’s the right thing to do from the customer’s perspective. But they need to do more for themselves and their people by applying tools and methodologies, which are common in traditional telephone channels, across the full spectrum of engagement methods now being handled.

Customer satisfaction has fallen to its lowest level since 2011 and it’s the fourth consecutive year in which we’ve seen a drop.

2015 Contact Centre Benchmarking Report - View here

​You can expect our workforce optimisation solutions to deliver

Top-line revenue growth resulting from higher customer satisfaction and reduced attrition, and increased point-of-sale revenue created by improved service level management

Increased employee productivity including on-phone productivity, agent-scheduling productivity, shrinkage management (less 'time theft'), and management efficiency

Lower operating expenses including employee attrition costs, overtime costs, functional training costs and telecom costs

Return on investment in the range of 400–600%, which results in payback periods of four to six months

Improved operational management of your employees, their time and their attendance

 

> To find out more about our full service portfolio, contact us here

> Read about our areas of expertise – Omnichannel CX, Customer Analytics, Workforce optimisation, CX consulting

> Discover the 2016 Dimension Data Global Contact Centre Benchmarking Report

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