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