Solid Rock Consulting

Our Workforce Management Consulting Process

Effective processes in workforce management are essential to monitor and improve employee performance, which in turn improves business performance.

Improving Operations

Workforce management consultants assist in improving operations through a combination of people, systems, and processes. Utilizing technology, we can help you enhance operational efficiency by:

  • Automating routine tasks in a call center environment, which standardizes workflows and takes care of repetitive tasks.
  • Streamlining operations by eliminating redundancy and matching skill levels, which leads to better handling of customer issues.
  • Managing employees effectively while adhering to labor laws and compliance guidelines, which comes from effective WFM.
  • Achieving significant return on investment (ROI) through better customer service, reduced labor costs, and efficient infrastructure.

How We Work

Our process of delivering world-class and efficient workforce management consulting services to call centers is simple and straightforward:

1. Understanding your business objectives and requirements
2. Analyzing your current operations and identifying areas for improvement
3. Designing a customized solution that aligns with your goals and objectives
4. Implementing the solution, including automation, streamlined operations, and management of employees
5. Monitoring and reporting to track progress and make adjustments as needed
6. Continuously evaluating and refining the solution to ensure that it remains aligned with your changing business needs.

Happy Clients

Twyla White

(Sacramento Municipal Utility District)

“she was able to guide us to solutions we were not sure would even exist and advised us on how to best utilize this new system.”

Mark Lee

(Intraday Analyst Eastlink)

“Juanita has an innovative mind and is quick to assess a more efficient manner for completing tasks. She’s dedicated to efficiency. ”

Andy Dignan

(Sr. Vice President of Global Channel And Services Five9)

“We are proud to partner with Solid Rock Consulting to help businesses reimagine CX in this new era of contact center transformation. ”

Get In Touch With Us

If you’re interested in learning more about our services or have any questions, please don’t hesitate to reach out to us.