Timing is everything.

The right people, in the right place, at the right time - it takes more than coincidence to deliver the customer care and performance companies expect from West. Through our state-of-the-art workforce management system, Spectrum™, we're able to ensure the optimum level of staffing is in place.

Developed specifically by West, this proprietary system is based on highly detailed data, collected over two decades of staffing and scheduling experience. This information, along with client input, is applied to the current project to generate accurate call volume forecasts in half-hour increments.

Once underway, projects are closely monitored, comparing projected and actual call volumes. Based on the results, adjustments are made throughout the day to more effectively respond to peaks and valleys - and control costs associated with each program.

Scheduling that works.

The benefits of Spectrum extend to the agents themselves. Call center and home agents are able to create their own schedules, enabling them to easily integrate their work with family and other responsibilities. The result is a more focused and more motivated agent. And it shows in their attitudes and their performances.

And yet agent autonomy is never offered at the expense of customer service. Only those agents with the proper skills and abilities are allowed to work on specific projects. And each shift must have the appropriate staffing levels.

Scheduling the right resources to generate the right results - that's the power of Spectrum.