WORKFORCE MANAGEMENT & PLANNING MADE EASY

Efficiently manage the scheduling of call centers teams

Predict with accuracy various scenarios, such as timetables, shifts, service levels, KPIs, define business rules, monitor and access reports in real time.  Continuously improve the agent´s performance and the contact center productivity. WFM can be integrated with the most advanced call center solutions.

Optimize your Contact Center with an Effective and Automated Workforce Management strategy

Increased

productivity and customer satisfaction and reduce staff costs

Real-time

monitoring and planning of “what-if” scenarios

Features

such as inbound, outbound, IVR, recording, intelligent routing, quality monitoring, e-Learning, gamification, and real-time reporting

BPI Bank chose OneContact CC for several reasons. The know-how and the level of commitments made by the product team, innovative functionalities, the solution design and the ability to integrate different elements of our reality were some of the key factors.
Pedro Amorim, Director– New Channels Board at BPI bank

Features

OneForecast

Forecast based on historical information of each service. This way, it is possible to generate predictions for a certain period, based on past results or select another search option; add positive or negative growth rates; make immediate adjustments with alternative scenarios.

OnePlan

Plan schedules, staff management and definition of service level goals, according to the forecasts obtained in OneForecast. You can create what-if scenarios based on different KPIs.

OneMonitor

Visualize in real-time the plan execution generated in OnePlan. The planned and actual indicators are displayed graphically for each service, as well as the agent adherence to the plan. In case of inconsistencies in the results are triggered alarms and warnings.

OnePortal

Centralized portal for agents and supervisors. Agents can view, print schedules and see their daily KPI; set timetable constraints and vacations; enable shift exchanges with other agents. Send messages to supervisors; check the request status; Supervisors can approve / reject requests; send messages; compare graphically the agents´ KPIs.

WFM Mobile

This application allows you to monitor your contact center activity, in real time, anywhere and anytime. Track your services and agents. Compare real vs planned indicators and analyse charts. Receive push notifications in case of emergency.

Gamification

Increase motivation, performance / skills and staff retention rate, without reducing the service level. Improve KPIs through game dynamics. Gamification is based on missions, challenges and achievements that create a game like experience during the work time. The main purpose is to make repeating tasks more appealing, encourage collaboration and healthy competition, while “playing“ to meet the company’s goals.