Workforce Optimisation

To provide effective customer service, a contact centre needs to strike the right balance between costs and resources.

  • Ensure you have resources in place, at the right time, to respond to demand
  • Optimise your workforce to increase capacity and capabilities
  • The UK's most widely deployed workforce management system

QMax™

Calculates the optimum staff to customer ratio.

Agent Adherence

Allows you to accurately monitor your resources.

Data Access Toolkit

Extracts data from the QMax database.

Call Recording

Conversations that may be required for legal confirmation can be stored.

Customer Survey

Allows organisations to ask callers for their opinion, storing the results.

Find out how the Eurotunnel Group successfully match their multi-skilled, multi-language agents to call demand in their revenue generating contact centre using Netcall’s QMax™ Workforce Optimisation offering.

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QMax™ delivering on-demand WFM QMax™ delivering on-demand WFM
Customer Quotes (Stop animation)

“Plans to recruit additional customer service telephone advisors have not had to be realised, saving the authority at least £37,000 in salary and on-costs.”

“Staff response to the solutions has been very positive and, all in all, it is a good value solution which supports our switchboard teams when the volume of calls exceeds staff availability.”

“QueueBuster has enabled us to manage our peaks and troughs far more proactively and at a lower cost to serve per customer”

“Our aim throughout this exercise was to achieve the right balance. QMax has helped us to achieve this. It has been integral to the success of the project.”

“Internal communications have improved and the use of ContactPortal has promoted mobile working, enabling a quick response to a staff query or voicemail. This has further enhanced overall staff productivity.”

“Argyll and Bute Council seek to use forefront technologies to deliver high quality, efficient services and the partnership with Netcall means the council’s switchboard, customer service centre ACD and telephone payments systems now work through and with the wider Lync system used by all council employees.”

“Our intention is that the reminder system will be used for patients who are due to come into the hospital for planned, elective surgery. The potential financial benefit is likely to be even greater than outpatients, due to the high cost of wasted operating theatre time.”