Transforming Customer Engagement
Workforce Management QMax™ Summary People are the most valuable asset in a contact centre. QMax Workforce Management (WFM) is a powerful software system to forecast/schedule agents to ensure they are in the right place, at the right time, to respond to customer demand. Popular with both public sector and commercial organisations, QMax WFM is a complete product with intra-day and shift scheduling, long-range forecasting and self-service functions. Since 1993 QMax has increased customer satisfaction and improved employee productivity by providing workforce management solutions to suit the way individual contact centres work. QMax WFM • Maintains an accurate forecast of customer demand and the number of agents required/scheduled for each 15-minute period of the contact centre’s operations • Facilitates flexible user intervention in forecasting to take account of unusual or unexpected events • Provides tested industry-standard forecasting and agent calculation algorithms that are easy to understand and use • Can receive historic call data from over 40 different Management Information Systems (MIS) to feed the forecasting process • Integrated Long Range Forecaster provides tools for “what if” planning and allows immediate analysis of any planned change to the contact centre
• Designs optimum shift schedules in line with the contact centre’s specific contracts of employment in seconds, with full statistical analysis of levels of accuracy to determine best practice • Manages agent rotas week on week with unique Dual Rota technology allowing seamless movement of agents between sets of schedules at any future date • Tracks agent day-to-day absences with leave and sickness allowances analysed against budget • Uses its innovative Service Optimiser feature to re-schedule agent time during the day, compensating for unpredicted peaks in customer demand or staff absences. The Service Optimiser easily manipulates up to eight scheduling strategies to give instant recommendations on how to improve service • Incorporates management tools to deal with non-call activity such as e-mail, clerical, administration and outbound calls • Multi-Q Monitor enables continuous central graphical monitoring of intra-day service predictions
Communication • Agent Desktop support allows agents to see their own shift patterns and make holiday requests from their own desktops or nominated computers • Graphical holiday planner ensures quick and easy decisions on leave requests, deployment, authorisation and tracking against allowances • Integrated Email Client allows email messages to be sent to agents personal email, advising them of schedule changes when they are outside the contact centre • The Alert functions send notification, via automated voice calls or text messages, of predicted drops in service levels to mobile telephones, to enable managers to monitor the main system while in meetings or away from their desks
QMax - Workforce Management
• Access to the system is controlled by user-defined usage profiles and passwords with full audit trail of every transaction • On board context-sensitive help, practical worked examples and full User and Technical manuals included Performance Reporting QMax is report-rich with a wide range of built-in reports that can be run on-demand. Report types include: • Summary reports for checking anticipated service levels and agent hours in relation to costs • Colour graphical reports and shift pictograms • HTML format allows output schedules and reports to be published directly onto company intranets and emailed as required • Working Time Directive Compliance Reports (WTD), which is law throughout Europe. All changes to shifts and rotas can be analysed for WTD compliance. QMax WFM allows users to modify the WTD rules in line with changes in legislation and produce WTD compliance reports in a format acceptable to the Health and Safety Executive • Annualised hours reconciliation against budget • Agent Adherence monitoring including real-time graphical displays and comprehensive historic reporting. Agent Adherence is an additional module Deployment • The QMax menu structure has a simple, intuitive interface that follows distinct WFM process areas such as planning, service and agent managment; this means it is easy to deploy and even those new to WFM can understand and use it • Provides real depth of capability to meet the aspirations and expectations of the most experienced and demanding contact centre managers
Pricing • Clear pricing, with no hidden charges • Your investment is protected with free access to the latest level of the software as part of normal maintenance and support • Purchase direct or through your ACD vendor
• Advanced multi-user high performance Database Server allows for concurrent access by up to 125 users with minimum network traffic • Remote Access Console allows authorised users to monitor the Database Server on remote clients • Almost limitless capacity – simultaneously handles up to 40 different MIS types over 99 physical contact centre locations in multiples of 4,000 agents when required • Designed to absorb existing contact centre set-up without forcing change • Highlights and recommends where efficiency improvements can be made Customer Care • Complete on-site installation, implementation, training and workable process management, tailored to each customer at their own client site (with realistic time scales) based on our years of experience of implementing successful QMax operations
Managing customer expectations today and in the future
To find out how QMax can benefit your organisation contact us today by calling 0330 333 6100 and ask for “Sales”.
• All QMax trainers are experienced contact centre managers, able to offer meaningful advice and recommendations to maximise the value from WFM • National and Regional User Groups plus newsletters • QMax Helpdesk staffed by experienced contact centre managers based in the UK • Regular health checks with your Professional Services Consultant to ensure you consistently get the most out of your QMax installation
Netcall is one of the UK’s leading providers of end-to-end Customer Engagement Solutions. Our software product suite provides compelling solutions that are transforming customer engagement, including Multichannel Contact Centre, Workforce Optimisation, Proactive Outbound Applications, Customer Self Service, IVR & Speech Recognition, PCI IVR Payments, Case & Document Management and Customer Service Business Process Management. Our solutions are available on-premise, cloud or a hybrid blend of both. Netcall’s customer base contains over 700 organisations in both the private and public sectors, including over 70% of the NHS Acute Health Trusts, major telecoms operators and leading commercial organisations across many sectors. Our aim is to enable clients to deliver superior customer service.
Hamilton House, 111 Marlowes, Hemel Hempstead, Hertfordshire HP1 1BB T: 0330 333 6100 F: 0330 333 0102 E:
[email protected] netcall.com
© 2015 Netcall Telecom Limited NCE3-WFM-1211-0861
