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WFM as a Service
- Overcome The Challenges of Finding WFM Skills
- Deliver Significant Savings, Efficiencies and CX Improvements
- Scalability
- Focus on Core Business
- Pick Your Plan
- Project Timelines
Simple Text
Experience the difference with our workforce management outsourcing service conducted by our industry experts. Contact centers that are challenged with finding the right skills to manage their cloud based WFM service miss out on the efficiencies and benefits it has to offer. Our Workforce Management Service solves this problem by providing you with an expert to fulfill the role of a workforce manager using the Genesys Cloud CX WFM application. In this role, they can deliver significant savings, improve operational efficiencies, and boost customer experiences! Highly experienced and with a deep industry knowledge in managing and optimizing contact center labour resources, the expert will provide forecasting, scheduling, daily scheduling adjustments and reporting functions. Optional services include real-time adherence/ management, intraday reporting, advanced reporting and manual forecasting.
Our Benefits
Our Benefits
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SKILLS
Overcome The Challenges of Finding WFM Skills
Conducting workforce management in the cloud has great benefits, however, contact centers that are challenged with finding the right skills to manage their solution incur unnecessary costs, inefficiencies and customer experience degradation. Star Telecom’s WFM as a Service solves these problems. It provides an expert who will fulfill the role of a workforce manager using the Genesys Cloud CX WFM application. -
EFFICIENCIES
Deliver Significant Savings, Efficiencies and CX Improvements
Our WFM specialists have the expertise to schedule, forecast and optimize your agent pool to deliver operational efficiencies and customer experience improvements. Outsourcing WFM to Star Telecom can reduce overall labour costs and expenses associated with hiring, training, and maintaining an in-house team. Save on average 46% or up to 85% depending on the plan you choose and the requirements that your business has. -
SCALABILITY
The Ability to Scale Based on Your Needs
Our WFM service can be easily scaled up or down as your business needs change, allowing you to adjust your workforce team according to demand. -
FOCUS
Full Attention to CX
By outsourcing your cloud workforce management processes, your organization can focus on its core CX business functions and delegate the management of their workforce to a dedicated service provider. -
PLANS
Pick Your Plan
We understand every organization has different customer service workforce management needs. This is why our Workforce Management as a Service comes in 3 tiers, allowing for flexible options based on your needs. Our experts can also help guide you to the best tier after meeting with your team. -
TIMELINE
A Well-Organized & Thought Out Project Timeline
After identifying your business needs, our team of experts build a well-organized project timeline which maintains a seamless experience for your organization. Every organization’s WFM needs are different, so we take pride in tailoring our services to you in order to maximize the effectiveness of our work.
The Feature
Our Plans
The Basic plan includes our WFM team conducting business forecasting, scheduling on a weekly, bi-weekly, or monthly basis, daily schedule adjustments, and comprehensive daily reporting on agent adherence, conformance, service levels, average speed of answer, average handling time, shift trades, and time-offs.
Our Advanced plan includes everything from basic, plus our WFM resource who stays logged in at all times to supervise the client organization in real-time, providing real-time analytics and management. In addition to daily reporting, intraday reporting includes sending reports at 30-minute, 1-hour, or 2-hour intervals.
Our Premium plan includes everything from Advanced plus we provide advanced reporting using Power BI and R, offering HTML interactive reports. We offer manual forecasting for any metric available in the Genesys Cloud CX environment and data from third-party clients, such as CRM software. Manual forecasting utilizes R with various machine learning models, including Linear Regression, Logistic Regression, Random Forest, XGBoost, and Neural Networks.
The Basic plan includes our WFM team conducting business forecasting, scheduling on a weekly, bi-weekly, or monthly basis, daily schedule adjustments, and comprehensive daily reporting on agent adherence, conformance, service levels, average speed of answer, average handling time, shift trades, and time-offs.
Our Advanced plan includes everything from basic, plus our WFM resource who stays logged in at all times to supervise the client organization in real-time, providing real-time analytics and management. In addition to daily reporting, intraday reporting includes sending reports at 30-minute, 1-hour, or 2-hour intervals.
Our Premium plan includes everything from Advanced plus we provide advanced reporting using Power BI and R, offering HTML interactive reports. We offer manual forecasting for any metric available in the Genesys Cloud CX environment and data from third-party clients, such as CRM software. Manual forecasting utilizes R with various machine learning models, including Linear Regression, Logistic Regression, Random Forest, XGBoost, and Neural Networks.
Brochure Section
Workforce Management as a Service
A cloud based workforce management expert who will fulfill the role of a workforce manager.