USE CASES

Discover real-life situations where call centers overcome day-to-day challenges with OpsTel's Solutions

How to manage call takers without a workforce management application

CHALLENGE: My Call Takers do not have the ability to manage their own schedule. Every time the Call Takers want to change their schedule and/or change the types of calls they take, they have to request their manager to make the changes in the system. These are arduous tasks that take time and effort for Operations Managers to implement and track.

SOLUTION: The Temporary Queue / Skill Management solution allows the Call Takers or their Management Staff to make all these changes on their own. In addition, the solution notifies the user of the changes that have been made to their schedule and/or their skills configuration. An added bonus, to AI engine automatically returns all temporary changes back to their original configuration after the temporary scheduled changes have expired.

RESULTS:

- Immediate relief on the managers by not requiring them to make changes- Corresponding increase in manager productivity doing more valuable tasks

- Improvement in relationship between Call Takers and managers- Immediate improvement in the inbound calling "customer" experience

- Call Takers have direct control over the technology that manages their call routing

- Audit trail tracking capabilities

Eliminating repetitive tasks that drain contact center operation resources

CHALLENGE: Call Taker capacity planning is a manual task that is prone to human error, costly and time consuming. To make matters worse, human errors result in significant rework.

SOLUTION: The OpsTel's Tempoary Queue/Skill Management solution eliminates repetitive tasks and human error by automating the contact center capacity planning and implementation. Operations staff are empowered to adjust Call Taker call flow configurations and schedule recurring temporary skills adjustments through the solution's user interface.

RESULTS:

- Immediate benefit of lower costs through the elimination of repetitive tasks

- Automation removes 50% or more of current operating expenses

- Increases Call Taker utilization

Leveraging existing technology solutions to optimize workforce management

CHALLENGE: Every time a new software is recommended by someone from the business or contact center operations, the IT organization has to spend time evaluating. The evaluations usually require a costly and time consuming effort that takes technical manpower we can't afford and months to validate. The results that come from most of these evaluations usually require a substantial investment in people, additional server technology and more. These demands put a huge burden on the contact center IT support team. It disrupts our current and ongoing workflow and causes us to overwork our staff or miss our pre-committed promised deadlines.

SOLUTION: The OpsTel's Tempoary Queue/Skill Management solution software currently leverages existing platforms like Cisco, Genesys and NICE CXone to name a few. The out of the box, feature rich product can be turned up in days with minimal training required. These applications are implemented into production grade test labs or production environments.

RESULTS:

- Eliminates long and costly deployments- Minimizes the demands on IT to support contact center operations

- Empower Call Taker organizations to take control of their technical environments with built in user access controls

- Provides detailed audit trail reporting

Pre-scheduling call taking capacity requirements on a temporary or recurring basis

CHALLENGE: Today we have to rely on contact center support staff to invoke "Call Taker Skills Configuration Changes" for scheduled capacity shifts or during fluctuating call arrival patterns.

SOLUTION: The OpsTel's Tempoary Queue/Skill Management solution allows contact center operations staff to make temporary changes in minutes without disrupting IT. The best part is that the changes can be set for a fixed period of time which automatically reverts the call routing that existed before the changes to resume.

RESULTS:

- Immediate relief on the managers by not requiring them to make changes- Corresponding increase in manager productivity doing more valuable tasks

- Improvement in relationship between Call Takers and managers- Immediate improvement in the inbound calling "customer" experience

- Call Takers have direct control over the technology that manages their call routing

- Provides audit trail tracking


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