Contact Center Workforce Management | WFM, Agent Scheduling & Analytics

Boost Contact Center Efficiency

Improve service levels, reduce costs, and adapt to fluctuating demand with RTRP.

Workforce Forecasting & Demand Planning

Accurate forecasting is essential for contact centre success. RTRP uses advanced analytics to predict contact volumes across channels, enabling you to align staffing with demand, minimise wait times, and control labour costs. Our demand planning ensures you always have the right number of agents, with the right skills, at the right times

Real-Time Agent Scheduling & Multi-Channel Optimization

RTRP’s real-time scheduling tools automate shift assignments based on forecasted demand, agent availability, and skill sets. We support flexible and multi-skill scheduling, ensuring optimal coverage for voice, chat, email, and social channels. This approach boosts agent engagement, reduces scheduling admin, and helps you meet SLAs even as demand fluctuates

Performance Analytics & Reporting

Our contact centre analytics provide real-time dashboards and custom reports on agent adherence, service levels, queue times, and customer satisfaction. These insights enable managers to make data-driven decisions, optimise performance, and quickly address any operational gaps

Benefits of Contact Center WFM

Improved service levels and customer experience
Reduced operational costs and overtime
Enhanced schedule adherence and agent engagement
Ability to adapt to fluctuating demand and multi-channel complexity
Data-driven performance management

Why Choose RTRP?

RP brings deep experience in contact center WFM, with proven results in optimizing staffing, improving customer satisfaction, and reducing costs. Our tailored solutions address the unique challenges of modern contact centers, from hybrid workforces to multi-channel engagement. Ready to transform your operations? Schedule a consultation with our experts today.