Let GCS Design your Staffing Arrangement
Call Center Staffing Arrangements
Correctly managing staff to demand is one of the easiest ways to control contact center and back office program costs. However, having the right number of agents to suit customer demand and call volume is often a science. You may see major variations in time of day, day of the week, week in the month, or month of the year. GCS can help you make sense of it all and plan accordingly. We blend various staffing and scheduling techniques to suit your every need.
GCS uses workforce management to optimize service level with cost. We diligently track call volume or task activity over time. That historical information is used along with forecasts to predict future activity volumes. We break each shifts down to 15-minute segments. The information drives staffing decisions so we can make sure to have the coverage you need, ONLY when you need. When we know the times you often get spikes in activity or that certain days are busier than others, we can plan for that and supplement your core staff with part-time agents or customer service reps from other programs.
We cross-train all of our agents to handle multiple call types as even non-call tasks. As our customer service representatives master each call type, they receive a different designation in our system. This way, only workers who have passed training AND demonstrated the ability are taking your customers’ calls. Plus, your dedicated workers can be assigned non-voice tasks to work on between calls.
Dedicated agents are assigned to your company and your company alone, and they may be trained for a single program or function. They are usually in a secure environment, usually to protect customer information.
Shared agents work for more than one client, or at least more than one project. They rotate between their assignments each shift or every few hours.
Blended agents are trained on multiple programs and they often work for different companies. They are usually used when a program has very low volume or periodic spikes in volume.