Operations assistant

Total of demanded hours (Tickets and Clients)

Higher and lower number of workers

Highest point of demand (Tickets and Clients)

Higher need for more Workers (Tickets and Clients)

Higher excess of Workers (Tickets and Clients)

Total current hours

Plan to meet your actual demand of customers, rooms, calls, tickets or any variable in your industry

Control the Quality of Service (QoS) that you offer to your clients and plan your resources adjusting them to your demand. You can simulate different scenarios

Generate alarms and notifications when there are high and low points in your plans to make better decisions in real time

Collect information of your customers and integrate it into aTurnos to analyze your quality of service and make more accurate plans that increase the ROI

Puntos de gestión

A new vision of the control of quality of service within the human resources and workforce management from the cloud sharing the information with the entire team. This information may also be available to your team, which can analyze high and critical work moments to make simple decisions effectively such as taking a break or requesting a holiday. If part of the management is put in your workers hands everyone wins and you would mostly simplify the work to the supervisor and the company.

A key tool in the operations assistant is the adjustment of demand. Select the labour contracts you have available and your current demand to obtain the best possible combination of shifts according to your criteria. The system is flexible and allows an appropriate fitting to your needs. The algorithm is configurable and fills in the gaps in demand according to the hours left of the worker´s contract, its restrictions and the configuration defined by the supervisor.

The current situation requires an optimization in the human resources management in order to be able to adapt to the flexible demand at all times during the service. This situation would allow to adjust the hired personnel as much as possible according to a standardized quality criteria.

Control at all times what is the status of your team attending to the different demands of your business. Analyze which are the most critical moments both in the day to day and in the long-term planning. Check if the experience or coverage in specific locations meet the dimensioning carried out or with the customer's demand. For example, if you are managing a call-center, check that your workers meet the demand for calls in German which was defined as a quality criteria. All absences and daily variations are reflected and controlled at all times.

  • By the supervisors from the aTurnos systems on their own profiles. From the same system the administrators assign the tasks automatically. This option is possible when tasks are assigned locally or are not automated.

  • By other systems that through the developed API modificate, cancel or add tasks dynamically. For example, in an airport if there is a delay in the arrival of the flight, the tasks of each worker at Ground Handling are updated with the new location and the new times. The system in charge of the flights informs aTurnos to update the involved tasks. Another example may be the after-sales service of a store that receives customers who have a ticket which they have requested from an APP or from an interactive kiosk.

The system understands how the teams work and each time a task is added or updated, the worker is chosen attending to criteria of availability and specialty. This is very useful in booking systems where a client can check the availability of workers who meet certain characteristics to book an appointment. In addition, when the client enters the company, notifications and information can be generated for the worker in charge of the task so that they can go to the Dashboard, launch a new process or make a new communication with the client.

Flujo de tareas en aTurnos

The definition process is simple and has been validated in clients of different industries such as hotels and retail. Define the specialties that each worker can perform and assess each of them from 1 to 5. Then according to the schedule planning, the system defines the availability and assigns the tasks to the different workers according to different criteria and sources. Each task has an estimated timing according to its specialty which can be modified.