T4C Suite Telco

• The i4C solution for forecasting contact centre workloads

There should always be enough operators in a multi-channel contact centre or a telephone call centre to ensure a satisfactory level of service during various periods. The estimation and allocation procedures concerning these staffing levels are part of a process commonly known as Workforce Management.

The main driver of workforce management is demand, i.e. the frequency and duration of inbound calls to the call centres or contact centres in any given period (days, weeks, etc..). Demand is in turn influenced by calendar variables (rush hours, holidays, etc) and by seasonal or non-seasonal factors, such as promotional campaigns, faults, inefficiency, etc.

Correctly estimating the future workload allows contact centre managers to mobilise the right number of operators to guarantee service levels based on actual needs. In practice, this means not wasting resources due to overstaffing and not reducing the quality of service due lack of operators.

T4C is an integrated software solution that allows users to accurately forecast demand for service during different periods (hours, days, weeks, etc..), taking into account the constraints of different service levels or distribution strategies, such as automatic call distribution, skills-based routing, agent-level routing, etc..