Transforming Customer Engagement
Workforce Management
QMax™ Summary
People are the most valuable asset in a contact centre. QMax Workforce Management (WFM) is a
powerful software system to forecast/schedule agents to ensure they are in the right place, at the right
time, to respond to customer demand.
Popular with both public sector and
commercial organisations, QMax WFM is a
complete product with intra-day and shift
scheduling, long-range forecasting and
self-service functions. Since 1993 QMax
has increased customer satisfaction and
improved employee productivity by providing
workforce management solutions to suit the
way individual contact centres work.
QMax WFM
• Maintains an accurate forecast of
customer demand and the number of
agents required/scheduled for each
15-minute period of the contact centre’s
operations
• Facilitates flexible user intervention in
forecasting to take account of unusual or
unexpected events
• Provides tested industry-standard
forecasting and agent calculation
algorithms that are easy to understand
and use
• Can receive historic call data from over
40 different Management Information
Systems (MIS) to feed the forecasting
process
• Integrated Long Range Forecaster
provides tools for “what if” planning and
allows immediate analysis of any planned
change to the contact centre
• Designs optimum shift schedules in
line with the contact centre’s specific
contracts of employment in seconds,
with full statistical analysis of levels of
accuracy to determine best practice
• Manages agent rotas week on week with
unique Dual Rota technology allowing
seamless movement of agents between
sets of schedules at any future date
• Tracks agent day-to-day absences with
leave and sickness allowances analysed
against budget
• Uses its innovative Service Optimiser
feature to re-schedule agent time
during the day, compensating for
unpredicted peaks in customer
demand or staff absences. The Service
Optimiser easily manipulates up to eight
scheduling strategies to give instant
recommendations on how to improve
service
• Incorporates management tools to deal
with non-call activity such as e-mail,
clerical, administration and outbound
calls
• Multi-Q Monitor enables continuous
central graphical monitoring of intra-day
service predictions
Communication
• Agent Desktop support allows agents to
see their own shift patterns and make
holiday requests from their own desktops
or nominated computers
• Graphical holiday planner ensures quick
and easy decisions on leave requests,
deployment, authorisation and tracking
against allowances
• Integrated Email Client allows email
messages to be sent to agents personal
email, advising them of schedule changes
when they are outside the contact centre
• The Alert functions send notification, via
automated voice calls or text messages,
of predicted drops in service levels to
mobile telephones, to enable managers
to monitor the main system while in
meetings or away from their desks
QMax - Workforce Management
• Access to the system is controlled
by user-defined usage profiles and
passwords with full audit trail of every
transaction
• On board context-sensitive help, practical
worked examples and full User and
Technical manuals included
Performance
Reporting
QMax is report-rich with a wide range of
built-in reports that can be run on-demand.
Report types include:
• Summary reports for checking
anticipated service levels and agent
hours in relation to costs
• Colour graphical reports and shift
pictograms
• HTML format allows output schedules
and reports to be published directly
onto company intranets and emailed as
required
• Working Time Directive Compliance
Reports (WTD), which is law throughout
Europe. All changes to shifts and rotas
can be analysed for WTD compliance.
QMax WFM allows users to modify
the WTD rules in line with changes in
legislation and produce WTD compliance
reports in a format acceptable to the
Health and Safety Executive
• Annualised hours reconciliation against
budget
• Agent Adherence monitoring including
real-time graphical displays and
comprehensive historic reporting.
Agent Adherence is an additional module
Deployment
• The QMax menu structure has a simple,
intuitive interface that follows distinct
WFM process areas such as planning,
service and agent managment; this means
it is easy to deploy and even those new to
WFM can understand and use it
• Provides real depth of capability to meet
the aspirations and expectations of the
most experienced and demanding contact
centre managers
Pricing
• Clear pricing, with no hidden charges
• Your investment is protected with free
access to the latest level of the software
as part of normal maintenance and
support
• Purchase direct or through your ACD
vendor
• Advanced multi-user high performance
Database Server allows for concurrent
access by up to 125 users with minimum
network traffic
• Remote Access Console allows
authorised users to monitor the
Database Server on remote clients
• Almost limitless capacity –
simultaneously handles up to 40 different
MIS types over 99 physical contact
centre locations in multiples of 4,000
agents when required
• Designed to absorb existing contact
centre set-up without forcing change
• Highlights and recommends where
efficiency improvements can be made
Customer Care
• Complete on-site installation,
implementation, training and workable
process management, tailored to each
customer at their own client site (with
realistic time scales) based on our years
of experience of implementing successful
QMax operations
Managing
customer
expectations
today and in
the future
To find out how QMax can benefit
your organisation contact us today
by calling 0330 333 6100
and ask for “Sales”.
• All QMax trainers are experienced
contact centre managers, able to offer
meaningful advice and recommendations
to maximise the value from WFM
• National and Regional User Groups plus
newsletters
• QMax Helpdesk staffed by experienced
contact centre managers based in the UK
• Regular health checks with your
Professional Services Consultant to
ensure you consistently get the most out
of your QMax installation
Netcall is one of the UK’s leading providers of end-to-end Customer Engagement Solutions.
Our software product suite provides compelling solutions that are transforming customer engagement, including Multichannel
Contact Centre, Workforce Optimisation, Proactive Outbound Applications, Customer Self Service, IVR & Speech Recognition,
PCI IVR Payments, Case & Document Management and Customer Service Business Process Management. Our solutions are
available on-premise, cloud or a hybrid blend of both.
Netcall’s customer base contains over 700 organisations in both the private and public sectors, including over 70% of the NHS
Acute Health Trusts, major telecoms operators and leading commercial organisations across many sectors. Our aim is to enable
clients to deliver superior customer service.
Hamilton House, 111 Marlowes, Hemel Hempstead, Hertfordshire HP1 1BB
T: 0330 333 6100 F: 0330 333 0102 E: enquiries@netcall.com netcall.com
© 2015 Netcall Telecom Limited
NCE3-WFM-1211-0861