Florida-based outsourcing company PRC has selected GMT, a provider of enterprise workforce management and performance optimisation, to manage forecasting, scheduling and staffing of its network of call centre operations, reports IT News Online.

GMT’s flagship product, GMT Planet, will be deployed to PRC’s 6,000 agents across nine contact centres across the US. GMT Planet helps to figure out workforce requirements, schedule the right agents at appropriate time, and deliver quality customer service swiftly and accurately. It assists in coordinating the needs of the enterprise, from contact centres to branch offices to back office operations. PRC plans to expand its almost 9,000 Customer Associates existing worldwide, by developing sites in the Philippines and India. The company manages customer relationships for the corporations, in the field of financial services, telecommunications, travel and content providers.

Gaining assurance of minimal project risk from GMT, PRC chief operating officer, Sean Minter said, "GMT Planet proved to be the most robust solution, offering superior performance in terms of ease and accuracy of forecasting, process automation and reporting, and ability to import and export data, among other attributes. Another strong differentiator was the dedicated and responsive people at GMT, combined with their Sure Service enterprise project delivery methodology." Referring to PRC's need to manage its clients' customer relationship, GMT chief executive officer, Simon Angove said, "In turn, they have entrusted GMT to help achieve their goals by putting the right people, in the right place, at the right time." X