How Does Strategies Work?
Achieving planning accuracy and speed, and significant cost savings in your contact center isn't a dream; it's a process. Our proven four-step approach to contact center planning delivers a tailored strategy, replacing generic models with a clear, repeatable process that transforms your operations.
The Real Numbers 4-Step Process
First, we'll collect your operational data, including per-channel volumes, handle times, shrinkage, and business rules. Then, we'll create a custom simulation model that reflects your contact center's unique dynamics to develop a tailored strategy for your specific operation.
This is where the magic begins to happen. Real Numbers’ models are very accurate. Where you may be used to the Erlang models, which can overestimate staffing needs by 10-30%, ours are accurate to usually within 5% (and we’ll prove it). You’ll end up with a very accurate custom simulation model for your specific contact center.
Beginning the process with this degree of accuracy will make some amazing things happen later. Keep reading.
With your custom model, you begin planning strategically by creating dependable forecasts, developing detailed staff plans, and building realistic budgets. Our tools will allow you to rapidly plan for many scenarios, so you can see the impact of different variables on your operations.
Strategies is fast. You’ll be able to proactively mitigate risks, avoid costly surprises, and make informed decisions.
When you combine the accuracy of step 1 with the speed of step 2, step 3 becomes very powerful…
Together, we'll fine-tune everything to optimize your resources and get the most out of your contact center. Strategies generates the best hiring, training, overtime, and undertime plans to maximize efficiency and reduce costs.
You’ll build an optimized plan that includes the detailed (and mathematically provable) staffing and budget plans they're looking for. You'll be able to confidently share your optimized plans, knowing that they are backed by data-driven insights and are tailor-made for your contact center.
The true strength of Strategies lies in its ability to conduct thorough "what-if" analyses. By simulating various scenarios, such as a 20% increase in call volume or a rise in attrition rates, you can accurately predict potential outcomes and risks. With reliable data and fast simulations, you can make smarter decisions to protect your staffing levels, your service levels and your budget.
Analytics at this level can help you fine-tune your planning and take some of the pressure off your labor budget, to the tune of 5-15% savings in those variable costs.
The end result is a true mathematically-optimal strategy your executive leadership team will love.
Why Our 4-Step Process Works
Your contact center is the heart of Strategies' modeling process. That's why the results are accurate and relevant. "One size fits all" just… doesn't.
Accurate models are a strong foundation. With sure footing you can have more confidence, knowing that your decisions are based on reality.
Advanced "what-if" analysis helps you anticipate challenges and take proactive measures to mitigate risks.
Our process leads to significant cost savings, improved service levels, and increased operational efficiency.
Real Information
Whether you're a seasoned contact center strategist, or just getting started, here's information to help you go from "basic" to "brilliant."
