CONTACT CENTRE - WORKFORCE MANAGEMENT SOLUTIONS

Does your contact centre want to purchase a Workforce Management System but face challenges due to lack of budget, resources, knowledge and expertise?  Baksh Group Incorporated (BGI) provides cost-effective service solutions by managing the workforce management segment of your business.

Every call centre needs a workforce management system, whether it's an internal or off the shelf software suite or a spreadsheet program.   Workforce management tools are more than just fancy scheduling programs and it's not just for larger call centres.  We can help a small and medium contact centre with complicated forecasting, scheduling and real time management run smoothly without a lot of costly human intervention.

Benefits of using a Workforce Management System

• Enhance Agent Productivity and Job Satisfaction:
  Manage occupancy rates by improving contact handling efficiencies; reduce shrinkage; promote agent empowerment
• Lower Operating Costs:
  Decrease telecom expenses by reducing average speed of answer (ASA); lower overtime rates; lighten the administrative workload
• Improve Customer Satisfaction:
  Increase customer loyalty by ensuring your contact centre consistently meets its service objectives; Improve first contact resolution through more accurate forecasting & scheduling
• Improve Planning:
  Accurate forecasting and resource requirements enable your business to establish comprehensive, effective plans
• Enhance Performance:
  Up-to-the-minute performance information
• Streamline Tasks:
  Many tasks are automated freeing up time - no need for excessive time doing administrative work or tedious tasks
• Integrate Data:
  Simplifies data exchange - information flows quickly at the right place