The telecommunications industry faces unique enterprise workforce management challenges. Telecoms typically have a wide range of customer-facing operations, ranging from call centers to mobile technicians. Furthermore, some operations are performed by regular employees, while other tasks are accomplished by contracted technicians and associated product vendors.
Can Workforce Management Reduce Telecommunications Labor Costs While Improving Customer Service and Loyalty?
Dayforce reduces telecommunications labor costs while solving a range of other challenges. Dayforce helps leading telecommunications companies effectively schedule cross-functional teams, utilize assignment-specific skill sets and improve customer service to keep customers loyal. Dayforce includes comprehensive workforce management features that help telecommunications organizations increase scheduling efficiency, improve employee satisfaction and reduce customer churn through improved service.
The Dayforce Telecommunications Advantage
Dayforce gives telecommunications companies the tools they require to deliver timely and effective customer service that sets them apart from competitors, while at the same time reducing the wasteful labor costs that result from traditional scheduling methods. Implementing Dayforce also includes the following benefits:
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Managed Skill Sets. Dayforce tracks employee training and qualifications, and uses them to ensure than employees and contractors are only scheduled for assignments for which they are qualified. This allows your organization to respond correctly to customer requests the first time, for improved satisfaction and loyalty.
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Scheduling for Mobile Employees. Dayforce scheduling is dynamic and flexible allowing managers to adjust for cancellations and unexpected service requests throughout the workweek. A live notification system ensures that mobile employees receive any schedule updates to avoid missing planned or new appointments.
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Reduced Costs. Dayforce helps to match labor distribution to demand by making accurate and reliable demand forecasts based on historical data. This helps to eliminate the unnecessary scheduling of call center staff, reduces the amount of paid manager time spent on scheduling and keeps managers aware of costs incurred with real-time key performance indicators.
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Improved Employee Satisfaction. Dayforce helps employees and managers to track accrued vacation time, providing an interface for requesting and viewing the status of time away from work requests. This leads to greater employee buy-in and lower staff turnover. Employees are also able to communicate effectively with their managers within the scheduling application to ensure that the employees’ actual hours worked are tracked accurately and compensated appropriately.