The Connection uses Aspect eWorkforce version 6.3 for scheduling and forecasting.  This version provides advanced functionality and robust client-server architecture to help solve the challenges of managing workforces in complex environments. eWorkforce seamlessly integrates with our Aspect Automatic Call Distribution (ACD) system for optimal forecasting and scheduling.  This version of Aspect eWorkforce allows The Connection to garner data from external applications such as a CRM solution or a quality monitoring application.  Additionally, we can create new KPIs and dashboards, using data collected from disparate sources.

In addition to our eWorkforce program, The Connection employs several Traffic Analysts.  Their only responsibility is to manage each client’s call volume.  Our Aspect ACD determines which facilities will be primary and secondary for each program, but the Traffic Manager has the ability to override these set call allocations at each of our facilities to ensure that your hold time and abandon rates are minimal.  We use a variety of reports to determine optimum staffing levels such as:

• Overall Staffing Report - matches call volumes with staffing needs.
• Call Activity Report - overall calls per hour, abandon rates, service levels and average length of calls.

Cost Reduction/Workforce Management Partnership

The Connection is committed to partnering with our clients to create the most efficient staffing schedule to reduce call center staffing costs. In order to reduce staffing costs, The Connection has developed several cost reduction strategies.

• Fixed Budget Plan - For several of our clients we have developed a unified plan that balances service levels with their individual budget goals. By understanding fiscal restraints and service level goals, we have the ability to build various staffing models to ensure budgets are met consistently. This program includes flexible scheduling that allows us to increase or decrease staffing based on budgetary targets as well as proactively modeling various scenarios for our clients for them to share internally as the hard budgetary decisions are being made. Clients that are on a fixed budget are tracked on a daily basis to ensure that we hit the monthly budget goal.
• Maximizing Hours of Operation - For several of our clients we have implemented a strategic analysis of their call flow to maximize the hours of operation. For this type of program we will analyze the details of your call volume and identify inefficiencies and make suggestions on ways to make improvements that will create a win-win partnership between The Connection and our clients. For example, some of our clients have reduced the hours of operation in their internal call centers and are now utilizing The Connection to handle all calls after hours. This allows our clients to reduce the cost of their internal call center yet still provide their customers with 24x7 live agent call center support.