WORKFORCE MANAGEMENT SERVICES & CONSULTING

Our Workforce Management Consultants Work With You to Improve Call Center Operations and Workforce Planning

Workforce strategy and management have always been at the forefront of Insite’s WFM Consulting Services. Our call center workforce programs drive significant improvement in productivity, efficiency, and cost-savings while delivering an exceptional customer experience. We offer workforce management services and consulting expertise to support call center forecasting and scheduling, capacity planning, and intra-day management to meet your unique WFM operational needs and manage day-to-day WFM processes.

Following a current state evaluation to determine your unique environmental and operational needs, we can provide:

  • Recommendations, frameworks and complete systems for best-practice WFM programs

  • Training in WFM personnel, technology, software, and reporting and analytics

  • Staff augmentation to directly apply industry expert leadership and practices to your sites

  • End-to-end WFM operations management (workforce as a service)

  • WFM vendor sourcing, selection, and onboarding

  • Operational support through organizational scaling

  • Proprietary and client-customized tools and performance management methodologies 

Schedule a Free WFM Baseline Assessment

Find out how your WFM metrics perform against industry benchmarks. Gain actionable insights today!

happy team leader helping employees

Our WFM Consulting and management services enable clients to achieve their call center performance goals.

  • Operational cost savings

  • Maximized short-term and long-term forecasting accuracy

  • Increased call center customer satisfaction (CSAT)

  • Improved schedule adherence

  • Call center shrinkage management

  • Optimized workforce productivity

  • Metric achievements: service level, utilization rate (occupancy), average handle time (AHT), and abandonment rate

Our WFM Consulting and management services enable clients to achieve their call center performance goals.

  • Operational cost savings

  • Maximized short-term and long-term forecasting accuracy

  • Increased call center customer satisfaction (CSAT)

  • Improved schedule adherence

  • Call center shrinkage management

  • Optimized workforce productivity

  • Metric achievements: service level, utilization rate (occupancy), average handle time (AHT), and abandonment rate

happy team leader helping employees

Trusted by the World’s Leading Companies

Shipt Logo
Landing Company Logo
TD Bank company logo
spirit airlines
boehringer ingelheim
mercedes benz
Inflection Risk Solutions
greenway health
Dyson
Papa Health
Toast, Inc.

Proprietary WFM Tools to Save You Time and Money

2 times more accurate

Increase in Forecasting Accuracy

Our proprietary staffing calculation tool produces forecasting twice as accurate as traditional Erlang calculation models, creating 2x the cost savings.

Annual Savings with Capacity Planning

Within one year, our staffing model helped reduce excess shrinkage and occupancy while meeting customer demand and increasing CSAT.

44x-ROI

Return on Investment

Accuracy of our advanced forecasting model created unprecedented savings for our client, producing a 44.6x ROI within 1 year of execution.

WHAT OUR CLIENTS ARE SAYING

shipt-logo

Hear from Shipt founder, Bill Smith, about why he chooses to work with Insite to support the growth and success of his call center operations.

EXTENSIVE CROSS-INDUSTRY EXPERIENCE

The Insite family is a network of experts from diverse backgrounds with expertise across industries, capabilities, organizational structures, and cultures.

We exceed client expectations by applying expert cross-industry knowledge of the science of operations to our versatile, adaptive, and effective solutions.

Experience the Insite Difference

The Company

Founded in 2007, Insite provides best-in-class contact center performance management solutions to cross-industry clients across the globe. That’s 15+ years of leadership in the customer service and contact center space, with a proven track record in enabling CX transformations, strong financials, and a commitment to R&D investment and innovation. We are not a consulting firm. We are an enablement firm. Instead of referring to us as their “Consulting Partner,” our clients refer to us as part of their team.

The People

Our WFM consultants all have extensive call center backgrounds. Our approach is driven by our belief in the importance of strong partnerships and passion for empowering clients with customized strategies and ongoing support. By prioritizing enablement over consultation, we help you become more efficient, productive, and proactive. We deliver a sustainable path to significant improvements and unprecedented contact center performance, supporting your long-term development and goals.

call-center-vendor-management

MAXIMIZING SUCCESS THROUGH IMPROVED CONTACT CENTER PERFORMANCE

Revolutionized operations. Unrivaled results. Experience the Insite difference.

MAXIMIZING SUCCESS THROUGH IMPROVED CONTACT CENTER PERFORMANCE

Revolutionized operations. Unrivaled results. Experience the Insite difference.