Workforce Optimization for Business Process Outsourcers (BPO)

February 26, 2014 by: Chuck Ciarlo

As a Business Process Outsourcer (BPO) your contact centers often have to represent an array of clients in very different businesses, and you must be able to adapt to meet their specific needs.

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

With these tools in place a BPO is much better equipped to serve the needs of its clientele. Workforce management streamlines forecasting and scheduling so the call center is prepared for each day’s challenges. Call recording helps confirm that agents are meeting the needs of each customer base, while also providing a record for BPO clients to review so they can listen to how their customers are treated.

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.