Clients are involved in all aspects of the process but the work is performed by highly trained and effective specialists in the Philippines at a fraction of the cost of doing it on-shore. Weekly presentation of the hiring plan and schedules and client sign off on all recommendations means you lose no control over the performance of your centre but gain valuable expertise from Optima’s expert team.
The result is higher, more consistent Service Levels at higher Occupancy, meaning our clients save money, increase efficiency and foster more client and employee satisfaction.
Real Time Management
A plan is only as good as its implementation. Optima supports our clients by backing up the hiring plans and schedules with expert real time management. Our analysts are constantly in touch with client operations management, monitoring queue performance, schedule adherence, and updating plans in real time to match forecast or performance variances.
The result is lower shrinkage and less impact to Service Levels of any off phone time or variation from the schedule. Real time updates based on actual forecast variances results in minimizing the impact of unexpectedly high volumes and maximizing the use of time during periods of unexpectedly low volumes – all at a lower cost.