ARGO has met rapid and staged workforce ramps based on client needs. As an example, we led our clients through unexpected business continuity ramps (up and down) due to the current COVID-19 impact. ARGO works with each client on scheduled and unanticipated workforce management plans. The ARGO team provides flexible operational models – dedicated, semi-dedicated and shared – which can be blended to suit our client’s operational objective, hours, call spikes, seasonal needs, growth and budget for optimal results.
We have a seasoned analytical staff that operate our Tactical Operations Center (TOC), executing all functions associated with workforce management. The TOC is the hub for all communication across our contact centers, partners and virtual agents. They are in constant communication real-time with the production floor management to effectively harmonize the alignment of agent staffing/skill to customer call arrival patterns. The basis for the staffing plan is historical call data at the interval-level. Using Erlang-C, call data, any client insight on the customer base or product and market conditions, staffing lines are developed. The staffing plan is engineered to meet/exceed client expectations for Service Level Agreements (ex. Average Speed of answer, Abandonment Rate, Talk time). Using real-time telemetry, the TOC manages variations in call arrival and agent staffing, making the necessary adjustments for forward-looking intervals. In addition to the “play-calling” for the call center team, the TOC is the focal point for any center issues, technology/network failures or outages to ensure timely triage and if needed DRC plans are enacted. The TOC team is unique – they go beyond the mathematical gymnastics of traditional workforce management and focus on the customer experience; ensuring each and every contact is expertly aligned with a qualified agent.
The ARGO team collaborate with each client to develop workforce and forecasting methodologies that optimize staffing, costs per contact and deliver effective customer experiences and results.