We are a manufacturing and trading company for medical aids and are looking to expand our system landscape with a workforce management system for our call center.
The software should meet the following requirements:
- Demand-based personnel planning for currently approx. 250 employees (and growing) at 5 different locations, including 3 service providers, on a 30-minute basis with currently approx. 60 skills
- Consideration of different skills with different productivities for the same skill depending on location
- Freely configurable and createable skills without limitation
- Creation of forecasts per skill, taking into account the respective demand curves per skill
- Automatic creation of inverse demand curves for non-time-critical topics
- Option to connect external systems such as document management systems, telecommunications systems, email handlers, etc.
- Intraday forecasting function based on actual data for short-term response options
- Cockpit function for supervisor control.
- Logbook function for recording events during the current day with topic-related selection and analysis options
- Comprehensive statistics module for evaluating personnel deployment per skill (including absences) and for creating plan/actual comparisons and cost and revenue forecasts or plan/actual comparisons
- Integrated service provider control for specifying personnel deployment on a 30-minute basis with the option of taking different opening hours at the service providers into account.
- Module for managing employee master data and mapping the skill development of individual employees
- Employee dashboard for requesting working time preferences/vacation, etc. for employees and for exchanging working hours
- Two-dimensional mapping of the organizational structure
- Dimension 1: Company, location, managing director, KB manager, team leader, trainer
- Dimension 2: Collaboration in neighboring projects, primary skills, secondary skills, etc.
- Mapping of multi-skilled agents
- Consideration of exceptional days (opening hours, daily curves) when determining personnel requirements
- Comprehensive QM module:
- Planning, documentation, and statistical evaluation options for quality assurance measures on an employee, team, skill, project, location basis, etc.
- Display of quality development with the above aggregation options over time.
- Option for structured recording and evaluation of freely defined measurement criteria for individual training measures.
- Consideration of absences when creating training plans.
- Resubmission function for due training courses and reminder function for training courses that have not been completed.
- Integrated feedback forms with the option of digital signature of the feedback form by trainers and employees.
- Automatic consideration of the development of the respective employee qualifications in personnel deployment planning (e.g., ordering service -> easy customer inquiries -> difficult customer inquiries).
Software workstations are required for approximately four planners, and approximately 120 users are to be granted access (read access).