A World-Class Workforce Management Function, Without Building One
Forecasting, scheduling, intraday management and capacity planning delivered by COPC as a fully managed service
Performance. Continuity. Accountability. Every day.
Deploy a capability, not a hire.
A senior WFM analyst takes 12 to 18 months to develop, and is often difficult to retain. Our Managed Services for WFM gives you a fully functional team with deep expertise in forecasting, multi-skill scheduling, and intraday management. You get the performance without the build time.
Eliminate the overhead. Raise the performance.
Building an in-house WFM function means carrying the costs of recruiting, training, and attrition, plus the risk of a team too small for redundancy. We take on that burden, giving you a complete WFM function without the infrastructure required to build and maintain it yourself.
Proven methods, sustained results.
Our work is grounded in proven best practices and the COPC Customer Experience (CX) Standard, which we apply to drive forecast accuracy, schedule efficiency, occupancy, and service-level attainment. We optimize the function, not just operate it, and report performance transparently against agreed targets.
Coverage flexes with your business.
Seasonal peaks, new lines of business, multi-site operations, and acquisitions get absorbed without scrambling to hire. Your WFM function keeps running through personal time off, attrition, and growth, with no single point of failure or knowledge walking out the door.
Staffing decisions align to your goals.
We start by understanding your business priorities and CX commitments. Every staffing solution we recommend supports your strategic goals, rather than optimizing WFM in isolation.
We work with your platform.
We don't resell WFM software. We work with the platform you already use, so our recommendations serve your operation rather than a vendor relationship.
WFM Managed Services We Deliver
Forecasting and demand planning
Interval, daily, and long-range volume and staffing forecasts across channels
Capacity planning and headcount modeling
12- to 18-month staffing models, headcount recommendations, and budget scenarios
Agent scheduling and shift optimization
Generation, optimization, and bid management
Intraday management and real-time adherence (RTA)
Live adherence monitoring, real-time reforecasting, and exception management
Routing and multi-skill alignment
Across multi-site operations
Reporting, governance, and continuous improvement
Weekly performance reports, quarterly business reviews, root cause analysis, and stakeholder meetings
Grounded in three decades of contact center expertise.
The experts running your WFM function are grounded in three decades of redesigning and improving contact center operations across industries and geographies. Our approach is not a generalist outsourcing model. It is the same methodology COPC has applied at some of the world's most complex contact centers, now delivered as an ongoing managed function.
Let's talk about your workforce management goals.
Tell us about your WFM functions today. We will show you what a managed model could deliver and whether it fits your operation.