Current
Situation
and
Challenges:
The growth of small and medium sized centers with less than a hundred agents has been phenomenal in the last ten years. Determining the right number of agents and scheduling them quickly and optimally actually becomes more critical for
s mall groups. Adding to the growth of call centers is the ability for agents to work remotely in distant locations or even at home. The benefits of this type of virtual
workforce
have been tremendous. Now organizations can offer service personnel from any geographic location to their clients far away. We are witnessing counselors, medical specialists, interpreters,
educators, and other business professionals conducting business online directly with their clients online, in the same city or on the other side of the world. But like many other new technologies, problems also arise.
These
include:
-
Organizations
are
relying
more
heavily
on
freelance
and
contract
specialists
to
fill
specialized
or
off-hours
positions
making
scheduling
more
challenging
-
Virtual
workforce
scheduling
requires
more
remote
and
from
home
service
specialists,
forcing
communication
challenges
for
scheduling
and
coordination
-
Customers
and
clients
demand
the
lowest
prices
for an
improved
service,
putting
a
squeeze
on
overall
costs
-
Current
scheduling
solutions
don't
work
because
they
assume
consistent
working
blocks
of 2,
4 and/
or 8
hours.
In the
new
workforce,
resources
are
required
to
work inconsistent
time
periods
in the
same
day
from
various
locations.
-
There
is a
need
to
diversify
roles
and
schedule
multiple
roles
simultaneously
-
Third
party
vendors
may
become
part
of the
process
and
are
required
to get
involved
in the
scheduling
process,
helping
to
collaborate
on
what
they
can
and
can
not
do.
-
Paper
based
job
allocation
leads
to
inferior
service
levels
where
managers
are
not
able
to
control
the
productivity
-
Need
to
reconcile
multiple
parties
in one
system:
administrators,
resources,
customers
(payers),
third
party
vendors
and
the
clients
themselves.
Avianco
Solution:
Optimizing
workforce
performance
for
virtual
work
forces /
call-center
means
allocating
multiple
personnel with
the
right
skills
to fit
the
needs of
guidelines,
the
client's
needs and the
programs
that
make up
the
business
side of
the
organization
providers
strategic
plans.
Knowing
which
people
have the
best
skills
and at
the
optimal
pay rate
for a
given
process
makes
all the
difference
and
helps
distinguish
organizations
as
"world-class."
Whether
the
organization
is a
large
service
provider
or a specialist
agency
offering
a
variety
of
services
programs,
Avianco's
solution
can
help:
-
Take
into
account
demand
across
the
whole
organization
on a
granular
level
(half
hour
by
half
hour
basis
for
each
day
give a
date
range)
-
Allocate
demand
to multiple
organizations,
sub
organizations,
work/call-centers,
and
third
party
vendors.
-
Allow
third
party
vendors
the ability
to log
on and
collaborate
with
organization
administrators
on a
single
assignment
schedule.
-
Identify
resource
and
assign
as
needed
on
sporadic
basis
through
the
day
meeting
demand
and
allocation
requirements.
-
Monitor
fulfillment
activity
from
one
centralized
location
-
Provide
a
means
for
resource
to
sign-in,
review
their
schedules,
claim
time
and expenses
-
Allow
for
management
and
team
leaders
a way
to
review
work
schedules,
claims
and
export
the
results
for
external
financial
settlement
for
both
billables
and payables.
-
Reduce
labor
costs
through
a
centralized
time
and
attendance
management
function.
Increase
accuracy
of
payroll
with
automated
tracking
of
hours
and
attendance
and
automation
of
100%
of pay
rules.
-
Improve
operational
efficiency
through
Avianco's
scheduling
tools.
Ensure
that
the
right
staff,
with
the
right
skills,
are in
the
right
place,
at the
right
time.
-
Improve
employee
productivity
and
satisfaction
through
self-service
access
to
frequent
administrative
processes,
such
as
leave
requests,
shift
trading,
and
schedule
management.
Avianco's
Solution
Areas:
Avianco's
Industry
Solutions:
>>
Contact
Avianco
to
Schedule
a
Demonstration
|
