Industry Leaders
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Best Practices
Staff forecasting, Scheduling, Realtime and Analytics, all WFM areas supported through end-to-end Managed Services, Staff Augmentation, Training and Consulting.
Forecasting & Staffing Forecast Manpower needs
We have experience of forecasting for all major industry verticals utilizing advanced statistical modelling techniques while you will find our Staff planning techniques to be the most refined across the industry, honed with decades of experience in the field.
- Advanced mixed modelling utilizing Time-Series, Regression & Stochastic model blends while learning from hundreds of data sources.
- Staff Plans capable of targeting not just Service Level goals, but also Financials as well as CX metrics.
- Plans broken down precisely by LOB, Skill and location.
- Optimization model and processes already bolted on the Staff Planning processes by default.
Scheduling E-Sat and Service delivery together
Our seasoned team has worked with all leading Scheduling systems and know how to get the most value out of them. We not only match demand to staffing but also optimize staffing for optimal occupancy. Planned + unplanned Leaves with Breaks and predicted AUX usage is built in for accurate staffing forecast
Maventyz’s mature scheduling processes help you find that perfect balance between what your business requires and what your staff desires.
- We balance Employee’s skills, work preferences and business rules for efficient and compliant schedules.
- Our processes cut down the unnecessary Scheduling rework by at least 70%
- Our Scheduling processes include Mitigation planning as part of the regular Schedule release process to ensure there are no surprises.
- Analytics and Advise for optimizing performance.
Intraday Management Reduced Variations, Optimized Performance
Maventyz’s Intraday Management processes work on a Command Center framework and utilize a decision tree for swift real-time adjustment to employee schedules in-line with their preferences, cost, skill and business demand. Our team is experienced to quickly identify anomalies and emerging patterns to rebalance staffing levels & ensure consistent service delivery across the intervals.
- Intraday demand reforecast & schedule activity adjustment
- Agent skilling and adjustment for activities such as training based on Intraday variations to balance Service & Financial outcomes.
- Planning & Call-outs for Overtime and VTO.
- Agent schedule adherence monitoring and key call outs for metrics such as Long hold, AHT, Out of adherence
- Centralized coordination between multiple sites, client and operations.
Reporting & Analytics Actionable Insight
Our expertise on core ACD systems (such as CMS), experienced data analysts and powerful reports provide you real-time insights and root-cause analysis that assist your strategic decision making. Be it Simulative or Impact analysis or “What-if” bridge plans, our team provides you with not just ‘Data’ but actionable insights.
- Expertise with multiple ACDs
- Intraday Report automation off the ACD – Call stats, Queue performance, Agent Performance, Short call report and many more.
- Designer and Scripted reporting
- Impact analysis, Simulative analysis, Root-cause analysis
- Charting and Visualisation