WFM – Work force management

The right staffing, with the right qualifications at the right time

Optimising your personnel needs can be a big challenge, especially when during high tempo periods. Problems caused by under- or over-staffing can quickly lead to increased personnel costs and an uneven work flow. H1’s Work force management team is made up of forecasters, schedulers and real-time managers who help you improve staffing and make it more effective.

  • No under- or over-staffing
  • Increased and improved productivity
  • Increased employee motivation and a more even work flow
  • Better customer service and more satisfied customers


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Resource planning services

  • Collect and analyse data
    Collect historical data and statistics regarding volumes and call patterns.

  • Forecasting future call volumes
    Create key performance indicators by processing historical data. Analyse and communicate future forecasts as well as the outcomes of historical forecasts.

  • Resourcing needs and scheduling
    Calculate the estimated staffing needs at different interval levels and create flexible schedules, a key to successful staffing.

  • Analysis and monitoring
    Identify deviations, needs and problems in daily operations and suggest solutions for how the company’s resource planning should be optimised.

Do you want to improve profitability and avoid over and under staffing?

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