Solutions

Efficient scheduling starts with accurate forecasts. Spectrum allows you to trend historical volume by week, day and interval. Or for Outbound calling, Spectrum allows you to import the need into a forecast for scheduling purposes.

Spectrum has the capability to handle event-based forecasting, and allows for multiple Staffing Factor Varieties:

• Occupancy
• Utilization Goals
• Erlang C
• Needs Only

While Spectrum is designed to handle either centralized or de-centralized forecasting, its thin-client architecture allows distributed staff to function in a centralized fashion.

Centralized forecasting results in greater accuracy, reduced administrative costs, and makes better use of the client’s most highly skilled people.

Forecast Reporting
Accurate reporting of your company’s productivity allows for improved understanding of your business and improved capacity planning. It also enables your organization to practice best call center practices. To support this, Spectrum provides extremely detailed reporting on forecasting, scheduling and personnel status.

• Skill Staffing +/-
• Weekly +/-
• Call Volume Statistics
• Call Handling Capabilities
• Call Volume Comparison