Teleopti CCC

Teleopti CCC is the solution for personnel management of contact center which contains all functions and functionality necessary for planning and optimization of its performance.

This the complex and having broad functionality offer contains the tools necessary for personnel management, exact demand forecasting and automatic creation of diagrams and reports.

Principal components of Teleopti CCC

On the chart platforms are located at the left: a configuration of working rules, a configuration the politician and information management about agents. On the center the principal component of the solution is located: key functionality for operational forecasting and drawing up diagrams. On the right there are different output media of information and communication with important concerned parties: agents, heads of commands and management.

The solution promotes

• to increase in profitability of call center;
• to improvement of quality of its work;
• to cost reduction on personnel;
• to increase in satisfaction of operators with the work and its efficiency due to the system of preferences and appraisal remedies of efficiency;

The management of contact center will be able to pay more attention to strategic questions, but not daily routine transactions.

The configured configuration

• Support of complex and dynamic business
• Management of employment types of individual employees, skills, contracts, working rules and politicians and control of their change eventually.

Teleopti supports any configuration, allowing to select most approach suitable for the environment of call center. The intuitive user interface allows to modify easily a configuration according to business requirements.

Functionality

• Chronological information on employees
• Easy creation of thousands of working shifts, including any actions and the analysis of compliance to established policies before creation of the diagram
• Scenario analysis "that if" both for forecasting, and for drawing up diagrams
• Automatic data acquisition by means of powerful tools of integration
• Ample opportunities of integration with third-party products thanks to SDK
• Management of agents in several time zones and on several objects

Main opportunities and features of a system

• dynamic forecasting and planning on the basis of different operator skills;
• excellent long-term planning;
• planning for virtual contact centers;
• support of different channels of calls (voice, e-mail, etc.);
• the high flexibility considering labor rules;
• planning of all types of activity for personnel of contact center, vlyuchy organizational actions;
• possibility of replanning during the day;
• web forms for the analysis and the reporting;
• modeling and expense analysis;
• an opportunity to consider different preferences of operators
• support of different languages (including Russian).

Exact forecasting

• Know what to wait for, and avoid unpleasant surprises
• The using sets of skills, objects and media tools for long-term and short-term planning, including functionality for the analysis of trends and seasonal changes. Thanks to presence of masters easy in use forecasting became simple and friendly to the user.

• Step-by-step master of forecasting
• The diagrams configured by the user for full control over the end result
• Long-term forecasting with calculation of seasonal changes and trends
• Forecasting during the working day
• Tools for formation of budgets

The optimized drawing up diagrams

• Cuts down expenses using all potential of the available resources
• Powerful tools for optimization of diagrams which bring together business needs, preferences of agents and the rule of drawing up diagrams for obtaining the most qualitative working schedules of the organization.

Ease of use: from full automation before simple editing by method of copying and an insert

• Automatic optimization of diagrams for any time frame: calendar months, weeks, days
• Drawing up diagrams taking into account a set of skills, media and objects
• Mixing and comparison of the periods of scheduling, systems and rules for ensuring full control over the end result
• Optimization of diagrams for all types of actions, including operations department
• Drawing up diagrams with functions of blocking, rotation, accounting of commands and manual or individual optimization
• Expanded methods using the interface, friendly to the user
• The diagrams configured by the user for the fast analysis of results

Reporting and business intelligence

• Performance review for business improvement
• Expanded packet of functions for the reporting, including check of observance of diagrams with detailing opportunities deepening, diagrams and export to Excel. Expanded functionality for the reporting includes quick access to key performance indicators (KPI) and cards of assessment of agents on such different KPI as absences, observance of diagrams, performance and other.

• The reports easy in use combining diagrams with detailed data
• Possibility of creation of own reports by simple drag and drop
• Possibility of viewing different aspects of data and detailing by deepening
• Reports on a self-assessment of agents, including check of observance of requirements
• Reports of the head of a command, including check of observance of requirements
• Managerial panels
• Access to important KPI from the smartphone

Management during the working day

• Providing the valuable data in real time heads of groups
• Relevant reports during the working day, a possibility of editing diagrams in real time by drag and drop using the simple user interface. Function of check of observance of diagrams in real time provides to managers important information then when it is critically necessary for them.

• The configured diagrams of the early notification for tracking of KPI
• Check of observance of diagrams in real time with completely configured disturbing signals
• Identification of a problem and its correction in one interface
• Access to important KPI during the working day from the smartphone

Communication and expansion of opportunities of employees

• Planning taking into account requirements of balancing of work and private life
• The agency portal for distribution of diagrams which turns on the tools leading in the industry for expansion of opportunities of agents on establishment of preferable working time and KPI of a self-assessment of agents (many of these functions are industry innovation and are available only in the products Teleopti).

• Viewing diagrams
• The change request in diagrams
• Notifications in real time on changes in actions for improvement of observance of the set diagrams
• The interface of the tool for message exchange for communication in real time between heads of groups and agents
• The automatic statement / deviation of requests for compensatory leaves on the basis of the configured rules
• Replacement of changes with function of automatic control of a system in real time
• Reports of a self-assessment
• Preferences of certain agents concerning working time for equitable distribution of work and the system of ratings