Accurate Forecasting and Scheduling

Accurately predicting and scheduling appropriate staff levels to satisfy both peak and low demand periods has a significant impact on agent productivity, operating costs and customer satisfaction. With our proprietary workforce management tools we can accurately predict staffing requirements with 95% accuracy.

Deliver Better Service at a Lower Cost

Alpine Access has much more scheduling flexibility than traditional call centers. This flexibility allows us to customize staffing levels to exactly match your requirements. We can accurately forecast to maximize staffing coverage during peak periods as well as decrease staff for slower periods. We deliver better service to your customers and lower your costs in a variety of ways:

Remote workforce—With no fixed operating costs, we can be very agile in responding to call volume increases or decreases. We have no lengthy ramp–up time for recruiting, training, facility and infrastructure build-outs. Plus, with customer care professionals located across the U.S., we can provide coverage in all U.S. time zones.

15-minute increments—Alpine Access broke new ground as the first virtual customer care company to schedule in 15-minute increments. This granular level of scheduling creates unprecedented scheduling flexibility and can save you millions in potential over- staffing.

Part-time/full-time blend—Our blended workforce of both part-time and full-time employees gives you ultimate flexibility and control. Based on predicted call volumes we have the right number of agents available at the right times so your money isn’t wasted on idle agents.

Intra-Day Scheduling—Although our forecasts are accurate 95% of the time, there are times when call volumes or handling times suddenly change. We can quickly accommodate these changes—not within the next business day, but in the same day! Your service levels don’t suffer and neither does your budget.

Unique Scheduling Approach

Alpine access creates a great experience for your customers through empowering our customer care professionals who are serving them. Alpine customer care professionals set their own work schedule preferences within the shift availability created by our staffing forecast. It’s a true win-win:

• You get an efficient customized staffing model that reduces your costs.
• Alpine employees are more satisfied with a flexible schedule that meets their needs.
• Your customers are more satisfied since there are no long wait times and they are being helped by happier agents.