Solid Rock Consulting

Accelerate productivity and efficiency with professional workforce management

We are a workforce management consultancy and Unified call center as a service firm helping you achieve your business objectives through a perfect blend of technology, people, processes, and solutions.

Trusted by Top Clients

88% of organizations report adopting Workforce Management [WFM] applications to streamline operations.

The Preferred Workforce Management and Call Center as a Service (CcaaS) Partner

$2.5 million saved by our consultants

As WFM Consultants, we assist in achieving business goals related to sales, customer service, and operational expenses. By implementing industry-leading WFM techniques and providing training to our client’s WFM team, we were able to project a financial benefit of $2.5 million for the project.

With a combination of technical expertise and process knowledge, our team of experts assist in creating a productive, efficient and successful workforce. We evaluate existing systems and workflow, and recommend necessary modifications to improve them.

Maximize Your Call Center Performance

Research shows that 96% of consumers believe that great customer service builds trust. As consumer behavior and expectations change, it is important to be proactive in customer support and service. Our team offers both Unified Communications as a Service (UCAAS) and Contact Centre as a Service (CcaaS) technology and strategic planning to optimize call center performance.

Client saved $10 million in revenue

One of our clients, a mortgage and lending service provider, was able to save $10 million in revenue with our WFM consulting services. The client previously struggled with poor call center performance, specifically related to incorporating omni channel within their environment which led to lost revenue and a negative customer experience.

Workforce Management Strategy That Works

We recognize that every business has its own set of specific needs. That’s why we work with you to create a personalized WFM strategic plan that targets your business objectives and improves efficiency, employee satisfaction, and customer experience.

Driven by Process and supported by Technology

Leveraging technology, we suggest using Workforce Management Software to automate business processes and optimize resources for optimal business results. In today’s rapidly changing digital landscape and shifting consumer behavior, utilizing technology is essential to stay competitive.

Workforce Management Software need

More than half of CFOs (55%) reported that their companies use digital tools to improve collaboration and productivity. Additionally, 75% of HR managers and professionals use recruiting and workforce management software.

Our Services

In the post-pandemic world, where remote work, cross-border hiring, and hybrid work models are becoming more common, it can be challenging for organizations to effectively manage and optimize their workforce. With extensive industry knowledge, we assist in identifying, acquiring, managing, and retaining top talent that aligns with your business needs.

Our expert WFM service offerings include:

Enhance your business performance with our world-class workforce consultancy

The Preferred Workforce Management and Call Center as a Service (CcaaS) Partner

Our Methodology

We take a comprehensive approach to workforce management planning, putting your business’s specific needs at the forefront.
Our program or solution typically progresses through three phases:

1. Collecting background information

2. A detailed and thorough analysis of your current WFM practices

3. Stakeholder views

4. Detailed plan

5. Recommendation of solutions

6. Future training requirements

7. Define KPIs

8. WFM playbook

Verint WFM – Notification Rules

Verint QM – Notification Rules

Redefining Customer Experience: Insights from NICE Interactions – CX in the City Event