Contact Center

Workforce Management Unit

IBEX GLOBAL uses a variety of end-to-end tools and analysis techniques to forecast call volumes, staffing requirements, hiring requirement on attrition trends and to manage the day-to-day, real-time call center operations. The scheduling is done in a series of steps:

  • Relevant reports and data generate a projected call volume which is then incorporated with the client updates [if there are any] and traffic strategies.
  • The expected call volume is then fed into the scheduling software which generates the shift slots as per call volume requirement.
  • The schedule is then ready to be populated with shift assignment and time conversions.