Available for up to 150 agents you can get all the advanced functionality that this leading workforce management system has to offer on a per agent per month cost model to help you manage your capital expenditure better. As it's a hosted solution we'll also look after the system software and hardware for you on your site, or in our data centre, removing the costs and delays typically caused by training IT staff, implementing software/hardware, keeping this up to date and carrying out essential backups and maintenance. Our expert support and professional services around workforce management are also included in the package.

       

Powerful workforce management made easy
To quickly learn about what workforce management is, and how it will benefit your organisation, take a look at our 'Benefits of WFM' video above. You can also find out about how to implement a proven workforce management process by clicking the '4 stage WFM process' video below and see just how easy IEX TotalView is to use by watching our 'How To' videos.

       

       

Workforce management benefits
Reducing costs - Typically around 70% of a contact centre's costs are salaries, but, getting the right number of people to answer calls at every moment of the day is a complex task. IEX TotalView will help you to do this and make sure that your staffing costs are optimised.

"IEX TotalView helped Barclaycard Business to reduce overtime by 43% and overall operating costs by 9% whilst improving service and maintaining employee satisfaction."

Better service and sales - Good workforce management means keeping your customer wait times to within acceptable limits. This can have real business benefits as shorter wait times mean that callers are happier and are more likely to remain customers in the future. Also, if a customer is calling a sales line, they are less likely to abandon before an agent has chance to take an order, so sales improve.

"Using IEX TotalView Vodafone managed to hit their target of answering 80% of calls in 20 seconds 8 months in a row, previously they were only achieving this 55% of the time."

Creating a better place to work - Flexitime and part time working are very popular with agents. Using IEX TotalView it's easy to support these flexible working practices as it takes the headache out of matching calls to agent numbers. Using the system, agents can also swap and slide their schedules so they can fit their work around their lifestyles. What's more, IEX TotalView also makes it easy to offer automated holiday booking and allows people to see their performance and daily work schedules well in advance. Giving staff more information and allowing them to manage their own time at work can make a big difference to morale, helping to reduce attrition and absenteeism that can soon add up to considerable costs.

"HBOS used IEX TotalView to underpin new flexible working practices that reduced absenteeism by half. The new flexible contracts were so popular that 60% of staff had moved to them within 10 months."

The benefits of a hosted solution
60% first year cash saving - For some organisations preserving cash by buying through operating, rather than capital, expenditure can be crucial. Purchasing IEX TotalView as a hosted solution can reduce your first year costs by up to 60% when compared to buying the system.

Tax benefits - Tax is normally payable on the difference between your income and your outgoings. Consequently, it's best to include as many things as you can in your outgoings to minimise the amount of tax that you'll have to pay. However, if you buy a workforce management system outright only 25% of the cost of the system can be included in your outgoings in the first year. This percentage also diminishes each year in line with tax rules. With the QPC hosted solution the full yearly cost can be included in your outgoings every year. In the main buying 'software as a service' is considered to be the most tax efficient way of obtaining systems.

Lower operating costs - With the per agent per month fee you will be able to flex the number of agents you are paying for to meet your organisations growth or shrinkage. This avoids the risk of tying up cash in licences that your organisation does not yet, or no longer, requires but still gives you the flexibility to grow as and when you want to.

A hosted solution also removes the operating costs typically caused by training IT staff, implementing software/hardware, keeping this up to date and carrying out essential backup and maintenance.

No capital expenditure - The hosted solution requires no capital expenditure because the hardware and software are rented to you, delivering significant cash-flow benefits for your organisation.

Quick and easy implementation - Our hosted solution can be deployed rapidly into your contact centre as it removes the delays typically caused by training IT staff and implementing both software and hardware.

Minimum impact on IT resource - With a hosted workforce management solution there is only a minimum additional IT resource requirement from within your IT department. It also removes the ongoing IT headaches of keeping software up to date and carrying out essential backup and maintenance work.

Reliability guaranteed - Reliability is key to delivering any managed service and with QPCs expertise in IEX TotalView systems you can be sure of a service that is always there when required. Our hosted service is subject to service level agreements (SLAs), which ensure your company can access and use the workforce management system when you need it.

Always up to date - with a hosted solution you are kept up to date with the latest features and releases of the workforce management software without potentially painful migration and investments in newer versions. Having a hosted service also means that QPCs expert engineering and support team handles any upgrades and service issues that may arise.

If you would like further information or would like to discuss this product in more detail, please contact us on +44(0)1352 705863 or email sarah.lloyd@qpc.com