NCO has a central workforce management (WFM) team that has overall responsibility for developing workforce forecasts for our centers. Each client program is assigned a designated workforce manager who works with the client to develop forecasts and schedules.
NCO uses eWFM internally and for our clients that do not provide us with a client-specified system. Our automatic call distribution systems (ACDs) provide historical call arrival data directly to the eWFM system. Our workforce management program provides the following benefits to our clients:
Reduced time required to forecast, schedule, and manage employees
Decreased turnover and improved employee morale
Reduced overstaffing costs while improving customer satisfaction
Improvement of the staffing process, which, in turn, drives increased efficiencies