For the Team leaders, OPX has a team leader app which enables:
- Automating routine workflow to save time
- Adjusting workflow in real-time
- Measuring staff productivity and utilization in real-time
- Managing QA teams and review work to check the quality
- Scheduling shifts and holidays, and reporting on staff attendance
- Managing agents’ skills and training
|Team Leader Challenges
|How OPX can help
|No real-time preview on task allocation
|Real-time activity dashboard with archive data available.
|Distribution of tasks according to the skillset
|Even when knowing the strengths of each employee, manual task allocation takes a lot of time
|Skills based workflow. Manual assignment and adjustments of tasks according to the skillset.
|Balancing operational output with training time
|Reduction in the department performance while in training
|Offers quality metrics of individuals and teams, enabling Targeted training based on individual performance.
|Making sure that the highest priority work is completed first
|Without the automation of the task allocation, employees can cherry-pick cases
|Sets prioritisation criteria, employees get the next task automatically.
|Difficulty to find out which cases need the team leader’s attention
|Cases can fall out of SLA and impact agent’s performance statistics without assistance