To stay ahead of competition, balancing customer expectation of excellent services and management imperative of optimal usage of available resources is a dilemma managers of Call Center Services have to deal with continuously.
With increasing size and complexity of call centers in terms of seats, agents, groups, teams and skills, planning the right number and mix of skilled agent resources as per traffic and customers requirements has become a Herculean task for call center duty managers.
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| Thus to automate this task and thereby make it simpler, so we present the first comprehensive work force management System aimed at addressing the Roster management requirements of an organisation and thus is called "Roster Management System". It helps in managing, monitoring and efficiently controlling the call centre operations with creation of shift rosters for agents.
The product contains the following modules of interest:
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Hermes- BRIM: Base Roster Management.
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Hermes- SLOM: Leave/Swap/Off Management.
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Hermes- TRAC: Transport/Conveyance Planning.
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Hermes- WAVE: Web Based Management.
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For more info about Hermes 2.0, prices, demo, etc. please contact us to this email address products@hantropos.com.
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Salient Features:
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Creation of different groups/campaigns for handling different activities like inbound calls, telecalling, retention, customer survey, etc.
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Defining agents profiles in terms of type of agent, skill set, pick up location, preferred weekly off-day, attendance, late, leaves, apart of personal and address details.
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Grouping of agents into Teams for performance monitoring and inter team competition.
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Defining various shifts and rules for next changeover in addition to shift timings, break timings, type of shift.
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Uploading traffic data and call duration information along with provision to maintain base manpower requirement to calculate optimal number of agents per shift for a particular day.
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Defining various types of leaves, which could be adjustable or deductible and also leave swaps.
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Conveyance/Transport Planning for Pickup and Drop.
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Devising Roster Plan, Emergency Roster Plan.
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