ZOOM International

ZOOM has been able to leverage the experience and expertise of the top workforce management vendors with our own ScoreCARD solution. The result is an application suite that will bring clear business value to your organization in the following ways:

• Increase customer satisfaction and improve agent retention by finding gaps in coverage before they happen and reallocate agent resources to areas of need based on skills and call volumes. Get immediate updates when agents fall out of adherence. By doing so you will streamline your organization and increase efficiency.
  
• Reduce the costs associated with under- and over-staffing by using historical data to plan and forecast future resource needs. Data can be either included or excluded to give more detail to the results. Don’t be surprised by call volume surges and deliver exceptional customer service and service levels
  
• Improve agent work-life balance by empowering agents with self service features which allow them to set their schedules according to their own availability. By keeping your agents happy and in control, you will lower the rate of attrition; thereby lowering the cost of finding and training new employees and improving customer service
  
• Ensure ongoing operational efficiencies by identifying detailed information through integration with vendor switches which allows for forecasting based on historical data, adherence updates based on real-time information, and productivity reports that detail AHT, AVG call handled, and overtime worked