Outbound Call Center Workforce Management

Submitted by Anonymous on Tue, 06/15/2010 - 07:46
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Workforce, Performance and Campaign Management for Outbound Call Center Operations

Whether they’re managing marketing campaigns, spearheading collections or focusing on customer retention, your outbound agents represent a significant investment. Your ability to make the most of your agent resources while controlling costs is critical. Outbound products from NICE Systems improve the efficiency and effectiveness of your outbound call center to drive peak performance. By combining NICE IEX Workforce Management with powerful campaign management tools, you can align agent schedules with calling lists to improve your right party connects (RPCs).
The proven features of NICE IEX Workforce Management can help lower your costs and increase your customer connect ratios by efficiently scheduling staff to meet the objectives of your campaigns. Schedule dedicated outbound agents or blended inbound/outbound agents. You can also schedule agents for each channel in specific blocks of time. Then, with call center performance management, examine agent performance using balanced scorecards that highlight quality and productivity results across all types of contacts that agents handle.
 
Your contact center’s ability to meet goals also depends on how well agents follow their schedules. When on-schedule, your agents are more likely to achieve the campaign goals and you gain more productivity out of your dialer— without adding staff. The real-time and historical schedule adherence features-enable supervisors to easily monitor and analyze agent dialer activity. The result is higher agent performance and lower costs.
 

For powerful campaign management, NICE IEX Workforce Management also integrates with ALI Solutions, the leading provider of event-based decision-support solutions. Working in concert, NICE and ALI deliver strategic analytic modeling to predict the best times to call customers. Thus, you can align agent schedules with optimized right party connects (RPCs) to deliver the highest return on agent hours.

Our outbound call center workforce management products improve the efficiency and effectiveness of outbound operations to drive peak performance. By combining workforce management with powerful event-based decision applications, you gain the ability to optimize agent schedules and outbound campaigns to run a best-in-class outbound operation. Plus, with the visibility and analytical opportunities realized from performance management, you create an optimal environment to consistently:
 
  • Lower costs by accurately calculating staff requirements
  • Increase customer connect ratios by more effectively planning and allocating resources
  • Increase dollars collected with best-time-to-call optimization
  • Measure success and tailor future plans based on performance
  • Demonstrate results associated with outbound calling activities

NICE IEX Workforce Management for outbound call centers includes these capabilities and much more:

 
  • Flexible scheduling options give you the flexibility you need to meet your business requirements across all communication channels.

 

  • Schedule adherence tools allow you to easily monitor and analyze agent dialer activity to improve agent performance and lower costs.

 

  • Integration with ALI Solutions predict the best time to call and improve right party connects (RPCs).

 

  • Campaign management optimizes daily outbound calling schedules across single or multiple dialer environments regardless of geography, or number and types of dialers.