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DigiVoice's Solutions

DigiVoice's Workforce Management Solutions Overview

Excellent customer service requires having the right people in the right quantity at the right time. Using historical and real time data, our Workforce Management applications help optimize agent and management productivity while controlling payroll. Our solution scales to meet a wide range of budgets and functional requirements. We have affordable options for call centers with fewer that 20 seats to those with more than 500 seats.

The Forecasting Module predicts call volumes based on historical data from your telephone switch. User defined variables can be applied to the historical data to create an accurate estimate of call activity by specific call type. Accurate forecasts can be created using as little as three months of historical data. The module enables forecasting for any period of time up to five years ahead. Seasonal fluctuations, business trends, and holiday date shifts are easily accounted for.

The Staffing Module translates the forecast demand to the correct staffing levels. Using your desired service level objectives department by department and team by team, the Staffing Module recommends agent coverage by skill set down to 15-minute increments by day of week.

The Scheduling Module automatically generates optimized employee schedules. Agent availability, work schedule preferences, skill sets, and proficiency levels are automatically factored in to create a schedule that meets your business needs while supporting individual employee needs and preferences. The Scheduling Module can interface with your company's human resource, payroll, and time and attendance systems, delivering increased efficiencies in managing schedules and their related business processes.

The Reporting Module offers virtually unlimited reporting options. Numerous scheduling, costing, efficiency, and service level reports are available. With more than 100 standard formats we deliver one of the most powerful and diverse workforce management reporting modules available in the Call Center market. Powered by Crystal Reports, the Reporting Module enables user-modified and user-defined reports to ensure that your specific information requirements can be met.

The Employee Time Center enables agent access to his/her schedule and preference profiles through Internet and/or intranet connection. This agent portal also supports requests to the supervisor for shift swaps and paid time-off. The Employee Time Center delivers the capability for paper-less processing of scheduling requests and enhances agent morale by giving them an active role in the scheduling process.

We don’t stop here. Our solution is packed with user-friendly features to streamline daily processes in managing to your posted schedules including:

• Meeting Scheduler – automatically schedules agents for group meetings and/or one on one review sessions while insuring
   that service levels will not be jeopardized during the meeting.
• Financial Budgeting – converts staffing forecasts into dollar values for budget planning purposes.
• Call-off Management – a single mouse click records call-offs, modifies the work schedule and provides a list of agents
   to call if the open spot needs to be filled.
• Intra-day Forecasting – enables midday re-forecasting based on the day’s activity thus far. This ensures timely reaction
   in the event of unforeseen events and circumstances affecting call volume and processing.
• Real-time Agent Adherence – enables scheduling of specific tasks by agent by time of day and provides real-time
   information to supervisors regarding agent adherence to scheduled tasks.
• Paid Time Off Management – automates record keeping for accrual and use of paid time off.

Whether your call center is large or small, in-bound or out-bound focused, single or multi-media contact method, our Workforce Management solutions can help streamline staffing processes, increase productivity and improve customer service.