Fairness - the key to greater agent satisfaction

Teleopti CCC allows unique consideration of each local market's labour laws and its functions can support the appropriate regulations and policies.

In addition, your contact centre agents get their own Teleopti CCC web portal: MyTime. This shows their schedule, makes shift changes automatically and allows vacation days to be booked/requested. They can evaluate their work on a regular basis and this helps improve their own performance. Furthermore they can be involved in the making of schedules by providing their own preferences for working hours. Certain 'sensitive' information (e.g. doctor's appointments) can be concealed so only the administrator and individual agent see it on the schedule.

When determining the schedule, Teleopti CCC takes into consideration everyone's preferences and tries to satisfy these as much as possible in relation to current service demands. When preferences cannot be fulfilled without compromising service levels then the 'fairness' function is engaged. It fairly distributes unpopular working shifts among the agents. In general, preference fulfilment is between 80 - 90 % which means less revision of the final schedule. It also assures a more satisfied and therefore more committed workforce, which always means lower staff turnover.