Workforce management system for large call centers

[James]

Can anyone comment on what workforce management system you are using IF your call center is over 400 seats in size?

Also how well is it working for you? Would you recommend it or do you wish you were using some other workforce system? Thanks.

[gkern]

We ended up developing our own tool that links all employee data into a single interface: scheduling. quality monitoring, attendence, call stats, incentives, etc.. All the data can be viewed remotely as well

We are an outsourcing company and have 4 sites of about 500 agents. Many of our clients have been so impressed with the software that they have asked to purchase it. As a result, we have started to market it externally. It is generally much less expensive as well, especially when you take into account the other functional tools it eliminates because everything is consolidated.

We can run a remote demo of it if you are interested.

Greg Kern
CallTech
512-261-0409

[globalrespondez]

For workforce management on could avail of a package called Blu Pumpkin, I had used it in my earlier organisation with a workforce of 650 agents. You can check their website for further assistance. www.bluepumpkin.com


REgards,

[mpsheehan]

I looked at several workforce management systems (when I was with another company). You might check out Blue Pumpkin-it had some pretty slick things going for it.

[adelcasale]

We have used IEX and have not been terribly satisfied. We are in the market to see what else is out there.

[deadriaw]

I suggest Aspect's eWorkforce Management (formally TCS) for a call center of over 400 if you have the budget. The technical support is wonderful. I am a huge fan of TCS and the new series five version take workforce management to a new level. I have also used IEX and some features of the software are great, however it can have major down falls depending on your current scheduling environment. At my previous company I conducted product demonstrations of Blue Pumpkin and I must say I was very impressed. The major plus with Blue Pumpkin's is that it is very compatible with other call center programs for agent monitoring and online training. It has a very impressive "automatic" exception entry feature. Your question is very general. I suggest contacting the three major players, Aspect, IEX, and Blue Pumpkin and let them do a product demo for your company, they will be happy to give you more details about there features. If you already have set procedures in your call center for things like schedule assignment and reporting, you should select the system that dies not require you to change your current day to day operation.

DeAdria Wright
NE Area Scheduling Supervisor
united060901@aol.com

[workforce]

I would recommend using an outsource workforce management company such as International Marketing concepts. They are very good and operate in US, Canada and Europe. Go to their site at http/:www.internationalmarketingconcepts.com. I have referred clients who are very satisfied with their services. You don't want to tie up your finances purchasing a package that requires upgrade, Licenses and additional payroll. It is more economical to outsource than manage it in-house.