WFM advisory services

first WFSuite devises the workforce management strategy for your contact center, develops the entire workforce optimization capability sets up and manages
end-to-end Workforce Management practice from your desired location to deliver better service, improve efficiency and contain costs.

WFM WFM Capability

Consulting Managed Services • Consulting + Training
• Outsourced Operations
• Audit & process analysis • Demand planning &
• Gap analysis Forecasting
• Tools identification & • Planning & scheduling Channels
implementation • Command center and real
• Strategy development • Inbound
time monitoring
• MIS / reporting • Outbound
& support
• Optimization WFM Capability • Optimization techniques • Web chat
• Social Media
techniques Development • Governance
• Back Office
• Resource training • Messaging
• Skill enhancement &
cross- skilling Delivery Models
• Tools identification
• Tools implementation • Outsourced Operations
& training • Shared Services
• Training on advanced • Captive Centres
tools • Work at Home Agents

© FIRSTSOURCE 2023 | CONFIDENTIAL I Friday, July 21, 2023

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Tools & technologies
Firstsource has partnered with the below vendors and their respective tools for market leadership in delivery

Productivity tracking
Prohance - focuses on improving Utilization for Back office resources by tracking
Agent time on Systems.
Planning
Workforce Management (WFM) tools – Training and subscription to NICE IEX,
Aspect, Verint, Calabrio & Workgenda provide centralized platforms for our
operations by helping to:
• Forecast and plan more accurately
• Schedule more effectively
Reporting • Supply real-time information on key metrics

Power BI - A Business Intelligence tool which helps in creating interactive

ACD dashboards from various different data sources. The interactive visualization of Key
Performance Indicators helps in tracking performance for the process via web,
remotely

© FIRSTSOURCE 2023 | CONFIDENTIAL I Friday, July 21, 2023

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