Workforce Management (WFM)

In the modern marketplace, it is essential that organisations recognise the value a well-managed workforce can deliver, allowing you to plan not only for today but also for the future.

By introducing Workforce Management into your business, you can ensure you have the right number of skilled people in the right place at the right time to pro-actively respond to the demands of your customers and effectively adapt to change.

Key benefits

• Reduced operating costs
  
• Higher utilisation of resources within the contact centre and back office
• Skilled based scheduling - the right type of skills, at the right time, to suit the requests of your customers
  
• Improved customer service levels by effectively controlling your wait times
  
• Improved agent productivity
  
• Increased agent retention through agent empowerment
  
• Fast ROI (return on investment)
  

Customer evidence

• Royal Caribbean reduced its management overhead by one day per week, service levels increased from 72% to 87% and abandoned calls reduced from 5% to 2%.
• Thames Water doubled the efficiency of its resourcing capability, unlocked £4.2m cost savings for one year and increased customer satisfaction by 10%.
• Addison Lee significantly reduced overtime costs and saved 30% of its annual staffing costs.

How can Sabio help you?

Working in alliance with leading Workforce Management vendors, Sabio has the skills and experience to design, integrate and support a Workforce Management solution that will meet your organisation’s short, medium and long-term strategies.

Sabio is committed to finding the best solution for your organisation – whether that’s investing in new technology, upgrading existing systems or simply making your existing Workforce Management solution work harder for your business.