workforce management

Professional Services

Why Infortel Select Workforce Management

On average, 67-75% of the cost to run a contact center goes to agents and supervisors. Labor cost represents the greatest opportunity for contact centers to save money. Infortel Workforce Management software is the best solution to realize the potential savings.

Whether you have a 20-agent call center, or thousands of agents in a multi-site complex, Infortel Workforce Management provides a solution that custom fits your needs.

Coupling the most advanced scheduling technology with the easiest user interface, Infortel Workforce Management delivers a flexible software that maximizes productivity, while lowering administrative costs. Users gain a web-based solution accessible from anywhere with an internet connection.

In addition, with over 100 standard reports and dozens of scheduling options, users can configure the interface to match all the demands of a growing business. Understand, adapt, and evolve with Infortel Workforce Management.

Deployment Methods

Infortel Workforce Management is available in two different deployment options, thereby allowing optimal flexibility. As business needs change, users can easily transition from one service to the other.

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On-Line

This subscription service is delivered via the Internet, and can be implemented in as little as one week. Data is maintained on a secure server, and users can access and manage contact data at any time, from anywhere.

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Enterprise

This turnkey solution is designed for organizations that want total control while still having complete flexibility. The system is installed on a private corporate network, but can easily be transitioned to the On-Line service.

Key Differentiators

A key to providing quality customer care in a dynamic and changing business environment is the ability to schedule the right number of people at the right time. Several factors allow Infortel Workforce Management to provide unique advantages to an organization:

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  • Advanced Scheduling and forecasting algorithm
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  • User-centered design
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  • Web-based, open standards architecture
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  • Dedicated development and refinement
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  • No hidden fees or charges
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  • Compare actual results against projected results to deliver quality ROI

Features

Forecasting Features

 
Enterprise
On-Line
Forecasts Average Handle Time by time interval for more accurate scheduling
Tracks and projects growth trends, seasonal, weekly, and daily contact patterns
Accurately adjusts forecast to account for recycling of abandoned contacts
Mark special days and atypical data
Compensate for missing data
Manually override or adjust forecasts
Import and compile data simultaneously from multiple data sources with varied data intervals

Workforce Requirements

 
Enterprise
On-Line
Calculate workforce requirements based on projected call volume and performance targets
Forcing based on simultaneously satisfying multiple quality-of-service criteria—including ASA, % abandons, service level, and maximum occupancy
Adaptive algorithm dynamically adjusts workforce requirements based on past performance
No upward bias in requirements generation
No limit on number of skills supported
Rapid analytical determination of skill based force requirements with automatic quantification of benefits of multi-skilled agents

Scheduling

 
Enterprise
On-Line
Automated schedule development for one site or multi-site, multi-skill complex
Applies user-defined business rules to create shifts that meet business needs and comply with work rules
Teams and sites can be in multiple time zones
User-defined maximum percentage of split shifts
Agents can enter preferences on all aspects of shifts
User-defined shifts and multi-day assignments are possible
Shifts matched to agent preferences based on user defined ranking—seniority, performance, awards
User controls day-of-week allocation of surplus agents
User may specify daily or weekly repetitive schedules
Pre-assigned meetings and training automatically integrated into an efficient work schedule
Balanced allocation of workload between sites
Preference based or rotation based day-off rules
Skills Based Scheduling
Payroll interface
Vacation Planning and Tracking module

Support

Receive support from people who know contact centers

If you ever need help, the people you speak with will understand your issues and priorities. We understand your technical needs, and exist to offer the highest quality customer service. ISI will become part of your workforce management team, available whenever you need us.

ISI makes it easy to reconfigure workflow and change business rules. When you need advice on how best to meet the demands of a business situation, we are ready to help. ISI’s flexible and modular design makes it possible to configure Infortel Workforce Management to your unique needs.

We have a tradition of measureable results, and are prepared to measure and demonstrate the effectiveness of Infortel Workforce Management.

Get Started

Infortel Workforce Management is the only service available to help your organization reduce contact center costs while maximizing agent proficiency. Contact us now to find out more!.
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