?Workforce optimization? eyed for rising wages, office rents in BPO space

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By Tom Noda With rising costs on wages and office rentals beginning to gnaw at the Philippine outsourcing industry, a software firm is offering ?workforce optimization? as a solution. [caption id="attachment_17115" align="aligncenter" width="600"]Aspect Software execs (from left)  Jim Freeze, Edwin Ong, and Richard Loberas Aspect Software execs (from left) Jim Freeze, Edwin Ong, and Richard Loberas[/caption] US-based customer engagement solutions company Aspect Software said business process outsourcing (BPO) firms and enterprises in general can become more effective by adopting workforce optimization solution that will not only improve the performance of their agents but could also help then save on office space rents. Edwin Ong, director of marketing and channels of Aspect Software in Asia-Pacific and Middle East, explained that cost effectiveness regarding the number of people and office spaces are being taken for granted by BPO companies lately since both came from a lower base rate at the onset of the outsourcing industry. “We work with companies to enable them not to have two people doing a job of one person and therefore paying double wages and taking up more office space in the expensive rising rentals now in key cities,” Ong said. Jim Freeze, senior vice president and chief marketing officer of Aspect, said that aside from workforce optimization, Aspect’s two other primary software are its contact center suite and back office optimization. “Our contact center suite is used by companies to manage their contact centers, to enable them to be able to communicate to their customers in different channels whether traditional voice, email, SMS, chat, and others in an integrated fashion,” Freeze said. “Back office optimization helps companies ensure that whatever promise the customer service of an organization makes, is translated into efficient task assignment in the back office,” he said. Freeze, together with Ong and Aspect’s regional sales director Richard Loberas, introduced recently in the Philippines the latest Aspect Workforce Optimization 8.0 (WFO 8), which they described as an ?advanced, integrated workforce optimization solution that includes workforce management, quality management and performance management capabilities.? Ong said that WFO 8, along with its other components such as Workforce Management 8.0, Aspect Quality Management 8.0 and Aspect Analyze 8.0, all use a simple graphical interface. “The overall user-friendly interface of WFO 8 will lead to a broader use of the system with agents not shying away from using the more powerful but erstwhile considered complex work for optimization features,” Ong said. Referring to industry analysts in different countries, Loberas said early adopters of back office workforce optimization solutions are realizing significant savings, ranging from 20 percent to 40 percent. “We are thrilled at the prospect of bringing some of these benefits to our existing and new customers in the Philippines,” Loberas said, noting the opportunities in the outsourcing continue to grow in the country. ]]>

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