Humanise the workplace series – Part 2
Today’s contact centre is centred on profitability much as it is around customer service. But finding a solution that supports these goals as well as keeping your agents happy can be a major challenge for many Contact Centre Managers, Team Leaders and Resource Planners!
We understand that finding the right Workforce Management Solution which balances these 3 key areas is a must.
Improving employee engagement and ensuring your agents are content with their work-life balance can take the shape of many forms. One of them is with Teleopti’s Vacation Planner (part of the lifestyle module designed to help agents with their work-life balance). Vacation planner is designed to handle holiday requests as well as any ad-hoc requests for other types of absence you wish for employees to be able to request, such as TOIL (Time Off In Lieu).
The requests can either be manually handled or left to the system to handle, based on pre-set allowances or service level targets (freeing up valuable resources and saving time).
With vacation planner agents are able to:
- receive instant feedback on requests, letting them know whether their time off has been approved, denied or waitlisted
- view their remaining allowances for different absence types (e.g annual leave) in their agent portal
- see what the probability is of getting an absence request approved (defined by pre-set allowances or current staffing situations)
Benefits of Teleopti WFM Vacation Planner
Reduction in administration – eliminate paper-based holiday/time off requests
Save time and money – free up valuable resources with automated request handling bringing a reduction in administration
Improve employee engagement – eliminate friction between resource planning groups and agents by allowing both parties to gain mutual benefits with the module
Interested in finding out more? Speak to our team today!
About Teleopti & Business Systems
As top global providers of Workforce Management, Business Systems (UK) Ltd and Teleopti work together to provide across the board services in Workforce Management for operational consultancy, technical implementations and training, culminating in improved customer satisfaction, employee engagement and maximised ROI.