Contact Centers

Call Recording solutions for Contact Centers exist for a variety of purposes but frequently are underutilized. The Wilmac Contact Center Operational Assessment is an on-site review of your existing Call Recording, Quality Monitoring (QM), and Workforce Management (WFM) solutions and processes. By gaining an intimate understanding of your organizational goals and processes, we can customize each component in the Workforce Optimization (WFO) suite to fit your unique needs.

Specifically designed for WFM, our Operational Assessment analyzes an organization's historical call data and processes through the WFM software. Our Subject Matter Expert (SME) then compiles the results and compares the WFM model to what the organization actually did. The result is a customized comparison, demonstrating the strength of the WFM software and the ROI you'd immediately receive. Our approach ensures results, mitigates risk, and provides your organization with a quick and accurate return on investment.

With WFO, there are many achievable results that benefit your bottom line:

  • Optimized handle time
  • Increased first call resolution
  • Improved agent productivity
  • Reduced call volume
  • Effectively forecasted workloads and scheduled staff


Our thorough Operational Assessment, conducted by industry-leading Subject Matter Experts (SMEs), can uncover gaps and improvement opportunities specific to your organization, technology, and processes.