Globitel, the leading telecom solutions provider, has concluded the WFM project at Zain - Bahrain, which entailed utilizing a state-of-the-art monitoring system.
Zain – Bahrain had decided to deploy Globitel’s Workforce Management Platform (WFM) to enhance their call center’s operations. Through this implementation, Zain-Bahrain will reduce operational expenses of managing workforce schedules, increase agent productivity, gain better insight of intra-day activities, and improve the overall flow of communication traffic among various other benefits.
Globitel’s WFM is designed to provide the adequate tools to forecast, schedule and monitor agents for smooth and streamlined processes, thus optimizing the ongoing process of compromising between the appropriate service levels, call center running cost and agents’ satisfaction.
Prior to implementation, a workshop was carried out to acquire the needed requirements from Zain and to discuss the scope of required features, in order to provide the most suited WFM solution. Ultimately, the project was launched in July and incorporated via a local Bahraini company, 2CIT.
It is worth mentioning that Globitel, headquartered in Amman, Jordan, was founded in 1996 and is one of the few companies offering a wide range of telecom solutions. Offering an array of products covering the needs of both telecom operators and call centers in more than 35 countries, Globitel has a global footprint with local presence in Pakistan and Saudi Arabia, and a strong network of partners covering Bahrain, Kenya, Oman, Philippines, Tanzania, and Yemen among other hub countries throughout the world.