Call center staffing, scheduling and  forecasting is mission critical to most call centers; but is especially important in  a 24/7 Direct Response and Sales environment when there are so many different skill sets to manage.

For USA 800 accurately forecasting call volumes and scheduling our call center agents can make or break service levels which heavily impact our cost of service.  Our professional Workforce Management and Command Center teams use proprietary, real-time reporting software tools to dynamically adjust our call routing and available skill-sets to ensure that we get this right.

Equally important is the positive attitude and commitment of the agents who are scheduled and demonstrate consistent attendance. USA 800 recognizes this and by administering a flexible scheduling approach that has routinely scored above 95% on schedule adherence.

USA 800 has deployed IEX TotalView™ (the leading workforce tool) in all of its call centers. IEX automates the process of scheduling service agents in one or more call centers, accurately matching available resources to forecasted work-loads. Additional features include:

·         Skills-based and multimedia scheduling

·         Real-time and historical adherence

·         Short-term and long-term planning

·         Intraday management

·         Vacation and holiday planning

·         Enterprise call center reporting

·         Web-based delivery of schedules and statistics

TotalView™ Workforce Management delivers superior abandon rates, average hold times, and service levels while reducing total call center costs. This solution’s proven multi-site support lets USA 800 manage each call center as a single virtual operation, providing excellent agent utilization rates.