ARGUS WFM CC – System for managing the work of the contact center

ARGUS WFM CC – is an integrated approach to contact center management

The contact center profitability and the quality of directly delivered services depend on the productivity of employees and the possibility of operational control over the situation. The ARGUS WFM CC system will help to find a balance between the costs of payroll and service quality. It ensures necessary and sufficient number of qualified agents online, and customers do not have to wait long for an answer!

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system in just 5 minutes!

Features

Forecasting

The system generates a traffic load forecast based on historic call centers
data and calculates the need for agents.

high accuracy.

from 15-minute intervals a day to a month and a year. You will be able to
analyze the need for employees and adjust the staff: reduce staff or hire
additional agents if the existing employees fail to cope with their work.

The system will help calculate the need for additional agents during periods
of high demand for CC services.

Your employees will see one-time bursts and traffic dips and eliminate them
when making a forecast to improve its accuracy.

a wide horizon of forecasting:

consideration of seasonality.

the forecast visualization.

Taking into account the special events and promotions.

Comparison between the forecasted and actual traffic schedule.

Request the cost
Scheduling

When scheduling,the system takes into account a lot of criteria, so that the result is the
most profitable for your CC:

you set the rules and the system simply uses them.

business rules and standards, labor laws, work schedules, agents' feedback and more -

multi-skilled agents.

Do your agents have skills to work in multiple projects at the same time? The system will
calculate participating percentage in the project for each agent (taking into account the
forecasted load), and you’ll reliably save on the labor compensation fund.

alternative schedule optimization modes:

minimum costs vs. maximum quality. You choose what is now in priority, and the system
updates the schedule.

planning breaks and meetings.

The system will select the most suitable time for training events and technological breaks,
taking into account the CC load.

balancing the agents’ efficiency.

The system monitors whether the agents are loaded evenly during the reporting period: no
overwork, for which you have to pay more, and no shortcomings that reduce the employee’s
loyalty.

work with backup agents.

The system allows to group the agents into office agents and home agents, which are invited
in case of insufficient office agents. This maintains the service level with minimal cost.
Agent's personal account.

At any time, the agent can not only see his/her current work schedule, but influence on
it. The ARGUS WFM CC system allows:

Agents specify their preferences beforehand and an advanced algorithm does the
assignment taking all constraints (as much as possible) into account.

The agent can exchange his shift with a colleague without long approvals and
paperwork.

The agent can "pick up" the burning shift and earn more.

taking into account the work time preferences.

shifts exchange.

the possibility of part-time work.
Online monitoring

All critical performance indicators of the contact center are displayed in
a single window, which greatly facilitates their control and accelerates the problems
resolution. If they do not meet the required standards, the supervisor receives a
push notification. In addition, the supervisor may:

The agent only needs to accept or reject the offer.

The supervisor sees which of the agents deviates from the schedule, and may send them
a push-notification.

call the agent to work using instant messengers in case of insufficient agents
or sharply increased workload.

monitor the agents.
Reports

Your contact center’s effectiveness is shown in specific figures and
indicators:

- you can see how much each agent has worked

- easy integration with accounting systems will save you time.

recording the agents’ efficiency

T13 form report for labor compensation fund

Forecasting

The system generates a traffic load forecast based on historic
call centers data and calculates the need for agents.

high accuracy.

from 15-minute intervals a day to a month and a year. You will
be able to analyze the need for employees and adjust the staff:
reduce staff or hire additional agents if the existing employees
fail to cope with their work.

The system will help calculate the need for additional agents
during periods of high demand for CC services.

Your employees will see one-time bursts and traffic dips and
eliminate them when making a forecast to improve its
accuracy.

a wide horizon of forecasting:

consideration of seasonality.

the forecast visualization.

Taking into account the special events and promotions.

Comparison between the forecasted and actual traffic
schedule.
Scheduling

When scheduling, the system takes into account a lot of
criteria, so that the result is the most profitable
for your CC:

- you set the rules and the system simply uses
them

business rules and standards, labor laws,
work schedules, agents' feedback and
more

multi-skilled agents.

Do your agents have skills to work in multiple projects at the
same time? The system will calculate participating percentage
in the project for each agent (taking into account the
forecasted load), and you’ll reliably save on the labor
compensation fund.

alternative schedule optimization modes: minimum costs
vs. maximum quality.

You choose what is now in priority, and the system
updates the schedule.

planning breaks and meetings.

The system will select the most suitable time for training events
and technological breaks, taking into account
the CC load.

balancing the agents’ efficiency.

The system monitors whether the agents are loaded evenly
during the reporting period: no overwork, for which you have
to pay more, and no shortcomings that reduce
the employee’s loyalty.

work with backup agents.

The system allows to group the agents into office agents and
home agents, which are invited in case of insufficient
office agents. This maintains the service level
with minimal cost.
Agent's personal account.

Agents specify their preferences beforehand and an advanced
algorithm does the assignment taking all constraints (as much
as possible) into account.

The agent can exchange his shift with a colleague without
long approvals and paperwork.

The agent can "pick up" the burning shift and earn more.

taking into account the work time preferences.

shifts exchange.

the possibility of part-time work.

At any time, the agent can not only see his/her current
work schedule, but influence on it.
The ARGUS WFM CC system allows:
Online monitoring

All critical performance indicators of the contact center are
displayed in a single window, which greatly facilitates their
control and accelerates the problems resolution. If they do not
meet the required standards, the supervisor receives a push
notification. In addition, the supervisor may:

The agent only needs to accept or reject the offer.

The supervisor sees which of the agents deviates from the
schedule, and may send them a push-notification.

call the agent to work using instant messengers in case of
insufficient agents or sharply increased
workload.

monitor the agents.
Reports

Your contact center’s effectiveness is shown in specific
figures and indicators:

– you can see how much each agent has worked.

- easy integration with accounting systems will save you
time.

recording the agents’ efficiency

T13 form report for labor compensation fund

What benefits will you get with the ARGUS WFM CC system?

It’s simple!
You will save your working time and money, which you can invest in your CC development!

Get rid of routine!
Your employees will no longer spend hours to forecast the workload and plan the
agents work – the system will perform all the calculations in several minutes!

No emergency work and shutdown!
With the accurate forecast, force majeure rarely happens, which
means your employees will work as planned and stress-free.

Constant SL.
Deviation is not more than 3%.

Flexible settings.
The system can be adjusted to any demands of your contact center: work schedules,
shift work, the agents’ requests, etc.

Nothing extra.
The staff will quickly master easy-to-understand interface and appreciate the easy-to-
work system.

In touch with changes.At any time.
The prompt alerts system makes management easier than ever.

Stay one step ahead.
The system will provide you with the necessary information for making strategic
and operational decisions.

Calculate the economic effect for my contact center

We know it is important to you!

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