eCreek Workforce Optimization Center (eWOC)

The heart of eCreek’s technological advantage is our proprietary eCreek Workforce Optimization Center. eWOC provides a highly configurable set of dashboards at the individual agent, team, site, organization, and client level. Unlike our competition, this is not a one size fits all solution. Each dashboard is specifically designed to provide the metrics that are important to your program.

Through eWOC we are not only able to set client specific performance objectives for every level of our organization but we are able to track performance against those objectives to ensure that we are delivering on your expectations. In addition to providing real time performance against client specific SLA metrics, eWOC drives our employee compensation system which ensures that their personal goals and objectives are aligned with those for your business. Looking to drive a little extra performance to close out a month? It’s easy with eWOC. The flexibility of eWOC allows us to rapidly implement short
term stretch goals at the agent, team, site, or organizational level.

So what metrics are important to you? Sales Per Hour, Revenue Per Hour, Conversion Rates, Productivity, Calls Per Hour, Average Handle Time? You pick the metrics and eWOC not only provides the data but more importantly drives the behavior throughout our operation. The result is that your program is driven by your metrics!

eWOC is an eCreek proprietary application built on the industry’s fastest, most reliable, most secure operating system, Linux. We leverage that same performance and reliability to drive our telecommunications platform. We chose an Open Source Technology platform because it gives us immediate access to a wide range of support solutions which generally produce results in hours rather than days. It affords our team the ability to rapidly customize technology solutions for our clients without being dependant on a third party developer. And perhaps most importantly Linux is arguably the world’s most reliable operating system.

So what does this approach mean to you? Do you need to customize dialing patterns based on a unique data element? We can do it. Want to link your web site to our dialer so an agent can follow up directly on a web inquiry? We can do it. How about pre-recorded autodialing campaigns, automatic call backs on voice mails, or interactive scripting? We can do it. Not only does our open source architecture allow us tremendous flexibility, but rapid scalability as well. Does your program require 100% voice recording? We can do it.

We believe that our technology is at the heart of eCreek Solutions Group’s competitive advantage. It wasn’t the easiest way to build our company but we know from our experience that it is the best approach for our clients. Give us a chance to demonstrate to you the difference that eCreek can make to your business.