ST. LOUIS, MO (February 10, 2003) – Pipkins Inc. has introduced a new add-on IVR scheduling support module for its Vantage Point workforce management software that enhances the ability of call centers to keep staffing information up to date. The module enables both customer service representatives and call center supervisors to report changes and review schedules by touch-tone phone commands when a computer is not available for desktop or Web-based interaction. All changes entered via IVR are automatically incorporated into intra-day or longer-term schedule adjustments.
Agents can use the IVR system to call in sick, report late arrival, request personal and vacation days, check their next assignment, and retrieve current or future schedules. Supervisors can use it to review and approve exceptions as well as check agents’ schedules and assigned activities. The module can be configured either to automatically approve exception requests or to require supervisor authorization before changes are accepted.
The immediate entry of IVR-reported absences and other attendance changes into the Vantage Point database ensures that supervisors are equipped with the up-to-the-minute information they need to determine whether staffing modifications are required. The instant IVR updates also complement the intra-day scheduling re-optimization feature that was recently added to Vantage Point 8.0, ensuring that all exceptions are considered when the day’s staffing schedule is adjusted for last-minute changes.
“An agent or supervisor who is sick, stuck in traffic or on vacation may not have access to a computer to report exceptions or check schedules, so having an IVR option extends the automated scheduling capabilities of Vantage Point to the phone,” said Joel Gilbert, Pipkins CIO. “This not only relieves supervisors of one of the few remaining manual tasks associated with agent scheduling, but it also helps speed supervisor response when unexpected staffing problems arise.”
About Vantage Point
Pipkins’ Vantage Point workforce management software forecasts workload and schedules staff in single or multi-site call centers using a proprietary optimization algorithm, advanced skill-based modeling, and exclusive historical trend analysis that fine-tunes call volume forecasts for special events such as mail drops. Optional modules are available for real-time adherence monitoring, Web-based agent access, Web-based time and attendance, and now IVR scheduling support. Vantage Point is also available through WorkforceScheduling.com, Pipkins’ Web-based subscription service.
Vantage Point integrates with leading ACDs, e-mail response systems and other multimedia queuing devices for data collection across multiple sites and time zones. It also provides a full complement of default and custom reports, with an open system design that allows managers to access call center data using any third party SQL reporting package.
Pipkins Inc. (PIPKINS), founded in 1984, is the leading supplier of workforce management software and services to the call center industry. Its Vantage Point product enables managers to solve the complicated operational issues in today’s multi-faceted call center environment. PIPKINS’ systems forecast and schedule more than 100,000 agents in over 300 locations across all industries worldwide. The company is headquartered in St. Louis, Missouri. For more information, visit www.pipkins.com.