Evolving customer expectations & business complexity requires enhancement of organization’s Workforce management capabilities. Our comprehensive WFM services enable our clients to economically manage complex omnichannel support using world-class WFM processes to boost your Service delivery and Agent productivity for better bottom-line performance.
Agile & Scalable
No matter the complexity, our flexible model allows you to set up, deploy & scale WFM processes & resources on really short notice.
Enabling Customer success & optimization at every step in the WFM lifecycle including Forecasting, Staffing, Scheduling and Realtime Management
Expertise & Experience
Maventyz leadership team has set up & managed some of the industry’s largest and best WFM set-ups.
Forecasting Advanced statistical modelling
We provide remote demand forecasting service for Contact-Centres with complexities ranging from a Single skill-Single channel to MultiSkill-Omnichannel environments. We have experience in creating & operating major forecasting support system for all major industry verticals utilizing advanced statistical modelling techniques.
Advanced mixed modelling utilizing Time-Series, Regression & Stochastic model blends while learning from hundreds of data sources.
Model development, process set up and managing the daily process
Forecast creation to support Resource Planning, Budget planning.
Short, Medium & Long-term forecasts broken down to the Day-level
Staffing Optimised resource plans
Our Resource planning services help you create accurate Staff plans to estimate Hiring needs, Cross-Skilling requirements, Capacity & Infra needs as well as your cost plans. Our Staff planning processes are the most refined across the industry, and drive business optimisation as part of the regular process framework itself.
Resource 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 Resource Planning processes by default.
Scheduling e-Sat and Service delivery together
Our Scheduling services are driven by mature processes to help you find the perfect balance between your business requirements and agent satisfaction. Our schedules include all planned shrinkages and projections for unplanned slippage in order to effectively balance them to drive Optimal occupancy and SLA performance
We balance Employee’s skills, work preferences and business rules for efficient and compliant schedules.
Our Scheduling processes include Mitigation planning as part of the regular Schedule release process to ensure there are no surprises.
Our Intraday processes utilize a decision tree framework to quickly identify emerging patterns and trigger actions to adjust schedules, reskilling, rebalance staffing levels to ensure consistent service delivery across the intervals. Our powerful reports provide real-time insights and root-cause analysis to assist you in strategic decision making.
We map your existing processes and identify gaps (if any) prior to process transition.
Processes are enhanced to match global standards, while also applying automation wherever possible.
Processes are implemented seamlessly at our end and the process of continuous improvement is enabled
Why Maventyz? Experience, Expertise, Flexibility
We design & deliver robust WFM processes that will not just meet the requirements of your business but also allow you to draw much more value out of your operation. Our expert team of WFM SMEs have set-up WFM organisation and processes for Contact Centres of all size and complexity. Our Performance-centric methodology and WFM domain-expertise makes us a partner that our Customers can rely upon to deliver consistent world-class service while they focus on delivering superior value to their Customers.
The Maventyz promise SLA-based world class Service delivery
Lack of process maturity, high attrition & high cost – they kill contact centres Service capability and budgets both. We guarantee service driven through SLAs.
World-class processes delivered through WFM SMEs.
Consistently SLA delivery
Optimisation approach built-into the processes
Lift-Fix-Shift approach ensures the excellence right off the bat.
Utilize Managed Services to Optimise your Business