Issue 5 2019

CEO MONTHLY / ISSUE 5 2019 15 Evolving Employee Engagement with Workforce Management (WFM) technology have helped OTTO to strike a good balance between achieving high productivity levels (1,600 agents working 2 million shifts and 4,500 shift rotations – handling over 24 million enquiries per year) and transferring the program’s core values of empowerment and fairness into 15 virtual contact centres.