Our expertise in Customer Experience, Workforce Management operations and Employee Engagement can help you to optimize your operations and drive business growth. Let us help you transform your customer service experience and achieve your business objectives.
According to a research survey by Gartner,
Specialized Call Center Workforce Management Consultants
Call Center Challenges We Mitigate
Our WFM consulting services help mitigate the following common challenges faced by call centers:
- Difficulty in forecasting and managing call volume, resulting in long wait times for customers and high abandon rates.
- Difficulty in staffing to meet fluctuating demand, resulting in understaffing or overstaffing and affecting customer service levels.
- Inability to measure and improve performance, resulting in poor customer experience and low agent satisfaction.
- Difficulty in managing and motivating remote agents, resulting in high turnover and low productivity.
- Difficulty in compliance with labor laws, resulting in legal and financial risks.
- Inability to integrate with other systems, resulting in siloed data and inefficiency.
By addressing these challenges, we help call centers improve customer service levels, reduce operational costs, and increase agent satisfaction.
Benefits Of Working With A Workforce Management Consultant
Here are some of the key areas our workforce management consultant can assist you with:
- Analyzing the gap in performance
- Developing a plan to improve productivity and employee engagement
- Implementing and adopting workforce management software
- Conducting workforce benchmarking analysis
- Developing a WFM business case to assist with funding
- Analyzing agent occupancy
- Identifying training requirements and delivering the training
Our goal is to help you achieve your business objectives by improving efficiency, employee engagement, and customer experience.
Our Service Guarantee
We are committed to providing you with the support necessary to achieve your desired business outcomes. Our team of certified WFM experts with extensive industry experience differentiates us from our competitors. Additionally, by utilizing technology and adhering to industry best practices, we guarantee compliance with all regulatory labor laws
Value We Deliver
We help our clients adopt next-gen technology and transform their operations to be strictly process-driven, to facilitate business growth and efficiency.
We deliver the following value to our clients:
Our WFM consulting services include identifying the relevant KPIs for your business, implementing tools and systems to measure them accurately, and providing regular performance reports and analysis.
Working With Us
We understand that the business world is constantly changing and that organizations need to be able to adapt to uncertainties, disruptions, and market dynamics. That’s why we help our clients future-proof their workforce management strategies.
We are preferred WFM partner for our clients because of five key factors:
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. ”