Call Center Hd
10
IMPROVING QUALITY OF SERVICE WHILST REDUCING LABOR COSTS
Transcript of Call Center Hd
IMPROVING QUALITY OF SERVICE WHILST REDUCING
LABOR COSTS
Improving the quality of life of your staff by a new smart and flexible way of staff planning resultsin higher motivation throughout the organization and this results in better quality of service!
WHAT SISQUAL CAN BRING TO YOU?
ensuring that the right person,
is in the right place,at the right time!
Higher quality of service with lower labor costs
Higher quality of life for the enterprise employees
Total visibility to higher enterprise management
Staff turnover and bad planning cost a lot
Compliance with labor law and rules are mandatory
Total scrutiny over labor plans
Excel-like language results in immediate adoption by users
Process automation across the board saves money and mistakes
Fully integrates with your existing T&A and HR systems
+ THE 6 WAVESTO SOLVE A
SHORTAGE GAP
SHORTA
GE
1
3
2
4
5
6
OUTSOURCINGCOMPANY POOL OFMEMBERS OF OTHER
EXISTING TEAM
SHIFT WORKINGS
HIFT MEAL BREAKS
CO
MPE
TE
NC
ES
GRO
UP
S
MEMB
ER
S
HO
UR
S
Give priority to Staff with previous experience at this lo
cation.
THE 6 WAVESTO SOLVE A SHORTAGE GAP
Give priority to Staff with previous experience at this lo
cation.
1 Using existing roster to resolve the gap
by shifting meal (or other) work breaks.
2 Using existing roster by shifting start
and finish working hours.
3 Find existing team members with
required competence and availability.
4 Find members of other groups with
required competence and availability.
5 Use company pool of competences to find resources
with required competence and availability.
6 Use outsourcing to find resources with
required competence and availability.
“ When someone misses work it is always a headache! Imagine the problems
we have when a bartender does not appear at work and we need to replace
the person on the same day.
We prefer always to find someone who has been in this role previously
and specially someone who has been trained for us! This is only possible
with the solutions as presented above. ”
HIGHER QUALITY OF SERVICE WITH LOWER LABOR COSTS
With SISQUAL Team Manage-
ment solution the organization
can stay focused on its primary
function of providing top quality
service to their customers.
By ensuring the right person
in the right place at the
right time, by ‘fail-safe’
sharing of personnel
amongst departments,
by using labor flexibility
concepts, by managing
extra-time allowances, etc,
the organization is planning
effectively for high quality
whilst reducing labor costs.
HIGHER QUALITY OF LIFE FOR THE ENTERPRISE EMPLOYEES
SISQUAL can help you to
improve the quality of life of
your staff by a smart and
flexible way of planning
which takes into account
special/individual ‘quality of
life’ requests of each Team
Member; logically, they feel
more motivated and involved
in their workplace.
Implementing the human factor
in your staff planning will work
wonders because your
Team-Leaders will have an
easier and more rewarding
task and this will make your
organization different
from the rest and a pleasure
to work for.
TOTAL VISIBILITY TO HIGHER ENTERPRISE MANAGEMENT
SISQUAL solutions allows all
the organization members to
know who is doing what,
where and when, why and for
what cost.
SISQUAL has 300+ company
installations and 8 years
of accumulated know-how
at international level which
are harnessed in our sisqual
maxpro hr™ software solution.
“ Companies are gradually moving towards a new model of safety at work, in which obeying the law is not the only
requirement, but also other elements such as the need to standardise processes and tasks in order to optimize
the management and safety at work. Higher quality of life for the enterprise employees results in more motivation,
more dedication and reduced staff turnover. ”
STAFF TURNOVER AND BAD PLANNING COST A LOT!
COMPLIANCE WITH LABOR LAW AND RULES ARE MANDATORY!
TOTAL SCRUTINY OVER LABOR PLANS
Productivity starts in a good
labor plan/labor schedule.
Each department’s labor
plan has to be authorized
by a experienced member
high in the hierarchy of the
organization.
“ Today, the use of technological solutions for the management of people in organizations is simply inevitable ...
this is a new approach to the processes, which contributes to the modernization of services, provides greater
interactivity between Team Leaders and Team Members and between both categories and the Human Resources
Department; New media, enables the dematerialization of processes and leads to greater efficiency
and effectiveness of human resource services ... ” Maria de Lurdes Andrade, HR Director USL Matosinhos (2009)
Labor is expensive, in fact it
is about 50% to 70% of your
overall expenses. We help you
plan the right person at the right
place and at the right time.
Our solution reduces
unnecessary overtime!
Bad time planning results
in a higher level of staff
resigning and this will cost you!
Retaining your best workers
is a challenge
we can help you with.
In offering the smart and flexible
way of planning you have
to be diligent to comply to labor
law legislation.
SISQUAL solutions
will help you safeguard
labor law legislation and
organizational rules.
This will safeguard your
company from potentially
hazardous situations.
FULLY INTEGRATES WITH YOUR EXISTING T&A AND HR SYSTEMS!
PROCESS AUTOMATION ACROSSTHE BOARD SAVES MONEY AND MISTAKES
EXCELLIKE LANGUAGE RESULTS IN IMMEDIATE ADOPTION BY USERS
“ SISQUAL implemented a integrated solution for human resources at Leroy Merlin. The implemented solution
covers everything from access control and attendance at the sisqual maxpro-hr (efficient management of the teams),
the Human Capital management and even the automatic payroll. It was a One Stop Shop!
The SISQUAL solutions are implemented in Leroy Merlin since 2008 and have contributed to increased efficiency
and effectiveness to our organization. ”. Jorge Neves, Human Resources Director at world famous “do it yourself” retailer Leroy Merlin (2010)
SISQUAL solutions offer
seamless integration with any
existing ERP solution in place.
It also integrates with time and
attendance; payroll;
talent retention and appraisal
engines and document
management suites.
All can be incorporated in the
same workforce HR solution.
With SISQUAL solutions you
can allocate manual or in auto-
matic the tasks and responsa-
bilities to team members.
Achieving compliance with
complex and shifting labor
regulations, enforcement
of policies, keeping up with
staff wishes, acting on sickness
or no-shows or ... deployment
of staff can be a headache
and it can’t be done manually
or with stand-alone solutions.
SISQUAL solution is the only
workforce planning solution with
an excel-like user interface.
We choose this format because
people from all over the world
are familiar with excel. This will
give them confidence to work
with the system and reduces
the amount of training required.
To facilitate the daily work
even further SISQUAL has built
a documentation module
to ensure attachment
of any type of document
and this means that with
a single click the employee’s
documents can be retrieved.
“ 19 years have passed since
the founding of SISQUAL, and today
we are proud to say that our company
maintains its innovative, challenging
and surprising spirit.
During the past years we have
developed unique systems that are fully
implemented and active within some
of the most recognized companies
around the world.
For the coming years, we want
to maintain such characteristics
of innovation and challenge.
In order to do so we aim:
1. that for our customers, working
with SISQUAL is not only an experience
of professionalism but also pleasant,
friendly and of politeness and business
ethics. In the event of such not
happening, that SISQUAL may
acknowledge it and humbly rectify it.
2. that the impact of using our solutions
improves the quality of service
of our customers, enabling them
to have access at any time to the most
appropriate skills in order to better
serve their customer (in healthcare
this can mean avoiding deaths).
3. to improve the quality of life of the
thousands of Team Leaders and
the hundreds of thousands of Team
Members who will become benefitiaries
of our smart way of planning ”Frederico Magalhães,CEO SISQUAL
EFFECTIVE TEAM MANAGEMENTSOLUTIONS!
Headquarters Portugal
Rua Carlos Dubini, 169
4150-188 Porto Portugal
Phone: +351 229 397 790
Leadership
SISQUAL is market leader in the supply of Team Planning and Team Operational
Management solutions.
SISQUAL offers an holistic approach on human resources solutions that are fully integratable.
Our solutions feature access control, attendance control, planning and team management,
human capital management and payroll. Where the costumers already have part of these
systems we integrate with them seamlessly.
Experience
SISQUAL develops solutions since 1992. Our solutions are up and running in more than 400
companies around the world where 6.500 Team leaders plan and manage 300.000 employes
on a daily basis.
Innovation
SISQUAL develops unique solutions that are constantly being improved.
Teamwork
SISQUAL focuses on customers and therefore develops tailor-made solutions.
