CQS S.A. is a leading provider of customer relationship management services, offering comprehensive solutions to major telecommunications companies, energy providers, banking, and insurance organizations since September 2007. Always aiming to deliver the highest quality services while maintaining a flexible operating model, CQS has chosen OPTISHIFT for the optimal scheduling of its staff shifts.

Additionally, CQS utilizes the Erlang-C model functionality to calculate its operational staffing needs, ensuring the desired level of customer service.

As Argiris Ntalis, MIS Manager mentions «OPTISHIFT’s specialized functionality for call centers allows for the accurate forecasting of our operational requirements in personnel per 30′, based on variates such as required service level or target answer time. Consequently, the system’s automated proposal for the optimal coverage of these requirements ensures maximum customer satisfaction, offering our company a significant competitive advantage»