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OUR PRODUCTS

Workforce management

 

Workforce management is an institutional process through which Human Resources planning is integrated with an organization’s strategic plan.

The process includes all the activities needed to maintain a productive workforce, such as:

  • Field service management
  • Human resource management
  • Performance and training management
  • Data collection
  • Recruiting
  • Budgeting
  • Forecasting
  • Scheduling
  • Analytics

As workforce management has developed from a traditional approach of staff scheduling to improve time management, it has become more integrated and demand-oriented to optimize the scheduling of staff.

What is Mediatel Data Workforce Management Module ?

 

The WFM module is a client-server application used as a help tool for MCC modules. The server component is integrated in MCC server module, client module is integrated in both Supervisor and Agent applications.

  • Forecasting
  • Leadership Planning
  • Reputation Management
  • Improving KPIs
  • Reduces personnel costs
  • Provides tools for evaluation and improves the overall strategic plan

What our workforce offers ?

  • Incoming calls analyze
  • Outgoing campaigns (analyzing & scheduling)
  • Forecast workload
  • Compute staff requirements
  • Create auto staff schedule (including special holiday program, increase or decrease of the workflow volume )
  • Setup intra-day activities
  • Real Time Monitoring of scheduled activities (agent adherence to program)