Workforce Optimisation Consultancy
SVL Consultancy delivers Workforce Optimisation support to improve agent productivity, identify performance gaps and deliver targeted coaching, effectively forecast workloads and schedule staff.
We have the experience to connect systems from across the organisation and align employees around individual goals and performance data to increase productivity and improve revenue generation. This includes the use of real-time speech and text analytics to guide interactions, enhance first call resolution rates and deliver the best experience for every customer
SVL is focused on driving performance-driven operations and embedding the Voice of the Customer into daily operations. This includes empowering agents to manage their schedules and skills improvement programmes whilst giving supervisors more time to focus their attention on areas that will have the most impact on contact centre performance.