Does multiple clients mean multiple headaches? Certainly it can be a challenge to deliver a great customer experience for each company, and more importantly for their customers, who should not be able to detect that their call has been outsourced.
The Solution? Workforce Optimization!
Workforce Optimization software (WFO) is the fastest and easiest way for BPOs to achieve all of its customer service goals in the most efficient and cost-effective manner. WFO comprises a suite of automated services, including:
- Workforce Management
- Call Recording
- Quality Monitoring
- Screen Capture
- Performance Management and Agent Analytics
Quality management and screen capture deliver the key performance indicators to improve service levels, while performance management and agent analytics provide scorecard analysis and reports to further refine agent performance.
With WFO, a business process outsourcer can juggle the specific forecasts and schedules for different clients, while delivering a better experience for all of their customers. If your organization provides contact center related BPO services, please talk to us and let us know what your current needs and challenges are and we will share with you how we have helped other Business Process Outsourcing companies.