Powered with Higher Forecasting Accuracy, Real-time Management & Scheduling at fractional cost than traditional tools.
This is an anonymous, real-life example of a call center operator in the Netherlands. We compared data when using a traditional WFM software vs
. Please note how our computation accurately follows the traffic: click on the red square in the graph legend to see it.
results 
Improving service levels
per day by
15.3%
30% reduction
in
manual workload
46% reduction
in
labor cost
40%
fewer service
level breaches
How ProHanceCX Helps
Key Benefits
Reduction in Overtime Hours
Reduction in Staffing Variance
Improvement in Staff Occupancy Levels
Reduction in Manual processes
Improvement in Agent Turnover
Increase span of control
We address all areas of Workforce Optimization
ProHanceCX's AI predictive analytics module transforms historical data into future forecasts with a single click. It allows for easy application of seasonal adjustments to avoid irregular patterns. Additionally, the module pre-verifies the historical data to ensure a stable statistical profile.
ProHanceCX’s transparent simulator serves as the central engine for all capacity calculations. It employs suitable statistical models to deliver precise outputs for various environments, regardless of constraints. Even complex environments, such as omni-channel scenarios in call centers, are accurately modeled, producing exceptional results.
ProHanceCX enables automatic planning for a day, a week, or a month with a single click. For unique situations requiring specific adjustments, ProHanceCX’s planning can be finely tuned to meet your needs. Additionally, ProHanceCX demonstrates impressive scalability by efficiently planning for up to 15,000 employees in just three minutes.
ProHanceCX’s intraday module guarantees fully compliant skill-based planning and facilitates comprehensive strategic personnel management. By managing capacity based on predicted future activities, it provides detailed gap analyses that can be seamlessly translated into training and hiring programs.
ProHanceCX’s AI predictive analytics module generates patterns out of real-time inbound data. Using these patterns ProHanceCX’s AI module predicts narrow future variations of the real-time inbound data and feeds them as input to the simulator; hence the simulator predicts any change in resources for the narrow future. The planning is adapted instantly through ProHanceCX’s on-the-fly planning function.
ProHanceCX’s Time Registration function provides flexible means for accurate time recording. Any type of allowances can be defined and automatically applied on the time registration data. After due validation, the data can be submitted automatically to payrolls systems, via different types of protocols.
Research shows a full time planner can control and plan roughly 150 FTEs. ProHanceCX increases your planner’s span of control by at least 4 times to 600 FTEs. Besides achieving efficiency improvements, planners have more time to focus on customer and employee communication.
?With your key planner departing, the specific skills and details of each employee may be lost, requiring you to rebuild this knowledge from scratch.
When an employee calls in sick at the last minute, you must quickly find a replacement with the appropriate skills, verify their availability, ensure compliance with local regulations and collective agreements, and contact potential replacements until you secure someone for the shift.
An auditor must verify that all employees have the required skills, certifications, and adhere to labor laws. If employees are found working without proper certifications or exceeding allowable hours, your organization could face fines and penalties from regulatory bodies.
Some employees possess expired certificates, rendering them ineligible for work. Relying on Excel overviews increases the risk of missing renewals due to the absence of early warnings.
Following the acquisition of a major new client, poised to double your company's size in both employees and revenue, meticulous capacity planning becomes crucial. Should you encounter surplus hires and unforeseen expenses post-contract completion, precise planning is essential for continued success.