The Jay Group’s Work Force Operations department specializes in work force management and optimization along with call administration and routing. WFO is also responsible for tracking and reporting all Key Performance Indicators (KPIs) and individual performance metrics.
Our mission is to reduce your operational costs by the efficient management of employee resources. Our goal is achieved through the effective use of technology, vigilant oversight and close collaboration with Contact Center Management. These efforts create a more robust and productive call center environment in support of your business.
There are many challenges facing today’s contact center environment. Multiple sites, multiple contact channels, expanded media options, and staff proficiencies and preferences have made the task of contact center forecasting and scheduling more complex than ever.
Using industry leading technology, the Jay Group’s WFO department successfully meets this challenge. By providing key insights into workforce performance, WFO improves operational efficiency and workforce effectiveness. This translates to greater profitability.
Through a meticulous analysis your customer service needs, such as hours of operations, service level agreements, call volume, and call patterns; The Jay Group can provide a custom tailored model that suits the needs of your company and your customers.
Our Work Force Operations department enables the Jay Group to:
- Reduce Costs by staffing appropriately to meet our clients' workload.
- Improve service by scheduling the right agents with the right skills at the right time.
- Improve employee effectiveness and retention.
WFO provides a common set of performance-based tools to support both our clients and our corporate management. It’s a complete approach designed to provide our clients with world-class performance and a top quality customer experience.