Contact Center Workforce Management Case Study

January 11, 2017

One of the largest customer engagement and promotional marketing companies in the United States contracted with DATAMARK for bilingual contact center services to handle inbound calls in English and Spanish for customers participating in the company’s promotional marketing programs.

With up to 40 marketing programs underway at any given time, DATAMARK’s client required an agile and cost-effective contact center solution. Contact center agents would need to be brought up to speed quickly on the client’s existing and future marketing programs, and workforce staffing would need to be scheduled effectively to ensure excellent customer service while keeping operating costs under control.

As this fast-moving contact center environment ramped up, the client aimed for a response-time service level of 80 percent of all calls answered within 40 seconds. As part of its contact center services solution, DATAMARK developed a proprietary call volume forecasting and workforce scheduling system to ensure the contact center would meet or exceed the client’s “80/40” response-time metric.

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