Helping companies reach peak staffing efficiency.
Helping companies reach peak staffing efficiency.
With thousands of agents located across the country and one of the industry's most robust scheduling
solutions, West at Home is literally able to ramp up resources at a moment's notice. Then just as quickly
ramp back down. Our highly flexible staffing solution is ideal for unexpected peaks in call volume, for
increased seasonal or situational demands or to supplement internal resources. Plus, with the ability
to schedule in 1/2 hour increments, companies gain up to a 100% increase in staffing flexibility and
scalability.
The Struggle to Find a Balance
In a typical brick-and-mortar scenario, contact center managers attempt to juggle the scheduling of
agents to ensure optimum coverage during contact center hours, and especially during known peak
volume times/days. The limitation contact centers face, is that due to commute times, agents can
only be scheduled in larger blocks of time to make it worth the effort to come to work. This leaves
the contact center with limited flexible staffing options to scale up or down as call volumes suddenly
change.
Utilizing Home Agents for Flexible Staffing and Greater Efficiency
Companies are beginning to take a more progressive stance towards these perennial flexible staffing
problems by considering alternatives such as incorporating home agent solutions into the customer
contact mix. Not only can home-based agents help companies scale up or down more effectively than
traditional brick-and-mortar call centers, but they deliver a number of distinct advantages, including:
improved customer care, greater agent productivity, and reduced costs.
Home-based agents offer companies greater scheduling flexibility than traditional brick-and-mortar
agents, allowing for rapid response to peaks and valleys that inevitably occur in the contact center
world. Should needs spike due to seasonal call volume, a marketing campaign, or even an outage or
natural disaster, home agents can be quickly brought online. Home agents can be "on-call" to help out
during unexpected spikes in contact volume, and are less affected by inclement weather that would
otherwise hinder their ability to get to the contact center for work.
The key to our flexible staffing solution is Spectrum®, West's workforce management system. With it,
agents can easily create a customized schedule that fits their needs, while ensuring the availability of
those agents who are best suited to your needs - and your call volume demands.
Contact us us today to learn how West at Home's flexible staffing solutions and higher quality home-based
agents can help your company reach peak efficiency and deliver a superior customer experience to your
callers.