Clients love us

IMPROVED CUSTOMER EXPERIENCE FOR OUR CUSTOMERS’ CUSTOMERS. TECHNOLOGY ADDS ENORMOUS VALUE.

Traditional WFM

Traditional Scheduling

Traditional RTA

Traditional RTA

Reporting

Reporting

Digital WFM

 Digital WFM

SMART WFM Goals

SMART WFM Goals

Optima WFM have become an integral part of the ongoing success of Well Done Contact Centres

“Through Optima WFM we have been able to tap into global best practice Workforce Management, which has generated superior results in forecasting our workload, planning and scheduling our workforce, and managing our service levels – all at a significantly lower cost than performing the same tasks internally. Optima’s staff are experts in delivering strong results in contact centre WFM, and the communication channels that they have set up have meant that despite outsourcing a key element of our business, our Operations Management are kept in touch with each step of the WFM process.

Our relationship with Optima WFM is a true partnership – from the moment we first partnered with them they have taken a keen interest in our company, in how we define and measure success and in how we serve our clients. Optima consider our success to be their success, and our challenges to be theirs to help us resolve. The result has been lower costs for Well Done, improved employee engagement and satisfaction and a superior standard of service to our clients and their customers.”

Judy Potter, Managing Director, Well Done Contact Centres

Optima WFM have been effective in improving our customers’ experience

“Since engaging Optima WFM, MultiRational has not only seen significant efficiency increases but we also have more knowledge of what our staff are doing, and what we need them to be doing. This means we are in a stronger position to develop and upskill our employees and add further value to our clients and their customers. Our path to improved customer satisfaction and stronger employee engagement is clearer than ever, and our partnership with Optima presents significant cost savings to our business.”

Kenneth de Guzman, Client Services Manager, MultiRational

Ready?

DO YOU HAVE A WORKFORCE WHICH COULD BE OPTIMIZED?

Let’s go!