ROC-introduction

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What Is A Resource Optimization Center

ROC: Resource Optimization Center

The Resource Optimization Center, or "ROC" is a business unit tasked to support the creation and adoption of “best practices” needed to maximize Customer Care resources. A typical ROC mission statement is to:

Drive efficiency and maximize Customer Care resources through improved forecasting, call routing, workforce utilization, 3rd party allocation and oversight, and dynamic resource management.

A ROC unit will normally build off of key WFM functions:

  • Forecasting Aggregation & Validation
  • Call Routing Oversight, Call Routing Skill Template Management
  • Real-Time Monitoring and Incident Management
  • Third Party Forecasting & Real-Time Monitoring
  • Bi-directional Interface with other departments (marketing, billing, NOCs, etc)
  • IVR Monitoring and Customer Experience Management
  • WFM Best Practice Playbook

Below are sample areas that a ROC might be tasked with: