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Work Force Management Nxt
Enhances People, Performance and Profitability.

WFM Expertise

TechM is an expert in handling and supporting 46,500+ FTEs with POCs at different sites. We have 28 delivery centres worldwide which support voice, email, chat & back-office and a strong experience in all major WFM platforms like IEX, Aspect and Verint. We do more than 550+ million transactions annually. Our Resource Optimization Center offers:

Scheduling/Resource Planning
Real Time/Global
Governance/Compliance
Initiative Intake
Forecast Volumes/AHT
Staff/Capacity Planning

Our WFM Solution

Transactional WFM

Responsible for effective execution of the plan, real time management in case of deviations and optimum utilization of workforce.

Strategic WFM

Responsible for choosing right people at the right time with right skills, meeting SLAs, optimizing utilization of workforce and optimizing costs of operations, to name a few.

WFM Consulting

We provide best in class WFM Processes while standardizing WFM Processes

WFM Insights and Analytics

With measures such as effective reporting of performance, key Insights into business and leadership, proactive alerts to facilitate corrective & preventive actions and inferential information to drive action plans, we make sure we enhance our support and services in the best way possible.

Framework – Intra Day Management

Team Structure
  • 24/7 Contact Center Monitoring
  • 24/7 Shift Loader Connect
  • Workforce Management to direct and load the team
Real Time Management
  • Service Level Adherence (SLA) Monitoring
  • Interval Wise Call Volume
  • AHT, Queue time monitoring agent availability
KPI Reporting
  • Daily, monthly & Weekly reporting of Contact center KPI
  • Collation of Data & standardize of reporting
  • Create ADHOC report for stakeholders
Real Time Response
  • Trigger responses if operations are affected
  • When call volume exceed threshold trigger response to stakeholders & Call centers

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