Align on headcount requirements with a clear system of record
Plan out commitments without exchanging endless spreadsheets and tabs. Upload your capacity plan and easily have vendors modify or confirm requirements right within our BPO Planner.
Allocate forecasts across any number of BPOs- Negotiate BPO headcount with a communication workflow in one interface
- Sort and filter by BPOs, queues, and more
- View your allocation upload history, and quickly compare previous requirements with current requirements
Integrate with the WFM platforms your BPOs use for real-time schedules and metrics
Our WFM integration enables CX teams to have a single source of truth for BPO agent schedules and staffing coverage.
- Map activity codes to match BPO events with your own definitions for a single, standardized view
- View BPO schedules in real time, synced every few minutes
- Grant your BPOs permissioned access to proactively manage event mappings
Make staffing decisions in real time
View real-time adherence in aggregate across your BPO sites and queues and empower your team with real-time insights.
- Monitor adherence in real time across BPO sites and queues
- View adherence percentages in aggregate across BPOs or drill down to specific agent level metrics
- Grant permissioned access to RTAs across your BPO sites
Assess and optimize performance across your BPO network
Ensure you’re only paying vendors for productive hours, hold teams accountable to service agreements, and quickly get to the root cause of missed SLAs with a comprehensive reporting suite.
- Compare performance across your BPOs to assess high performers and areas of opportunity
- Smartly allocate volume to high performing BPOs
- Evaluate staffing coverage and actual hours delivered at an hourly interval in heat maps to reconcile invoices
- Use adherence reporting to help you recommend agents for coaching or reassignment
Solutions that elevate every team in your support organization
Whether you’re shopping for a BPO, bringing one onboard for the first time, or looking to expand the vendors you already work with, Assembled helps make it a seamless experience. Our team is here to offer you guidance and support.
Role-based permissions ensure that vendors and employees always have the correct level of access to get the job done — without disruptions to existing workflows.
