Excellence In Workforce Management

Call Design is a workforce optimisation consultancy and technology provider that helps organisations improve how their people, processes and systems work together, particularly across contact centres and back office operations.

We help organisations plan, manage and optimise their workforce through the implementation of workforce optimisation technologies, AI, consulting expertise, training and custom development with particular focus on integrating workforce solutions with existing business systems.

Aspect Workforce Management (Aspect WFM) is a powerful enterprise workforce management platform designed to help organisations forecast demand, schedule staff and manage workforce performance, particularly in contact centres and other operational environments. Call Design is an official Aspect Workforce partner, delivering expert implementation, optimisation and hands-on configuration training to help organisations capitalise on the full value of their workforce management investment and consistently achieve stronger performance and service outcomes.

Intradiem, available through Call Design, uses Real-Time Management Automation (RTMA) to help contact centres and back office environments adapt instantly to changing conditions. It monitors conditions such as service levels, queue times and employee activity then automatically triggers actions like coaching, training or wellbeing breaks without manual intervention – reducing burnout and attrition while improving productivity and service quality.

CallD.AI is an AI voice virtual agent that can help you respond to customer calls with human-like interactions. By answering some of your calls, CallD.AI frees human agents to focus on complex, empathy-driven conversations, improving both efficiency and customer experience.

ProHance helps back-office environments by providing visibility and analytics into how work actually gets done.

It tracks how employees spend their time across tasks and applications, giving leaders real-time insights into productivity, workload and process bottlenecks. This allows organisations to balance workloads, improve efficiency and make data-driven decisions about staffing, training and process improvement.

Our workforce optimisation solutions support a wide range of industries, including banking and financial services, government, telecommunications, utilities, travel and hospitality, airline and transportation, education, BPOs and field services. Any organisation managing large, dynamic teams can use our expertise to improve service levels, operational efficiency and the experience they deliver to customers.

Workforce optimisation software improves employee engagement across the organisation by making work more predictable, fair and manageable.

It helps organisations create balanced schedules, give employees more control through self-service tools like shift swaps and leave requests and provides leaders with insights to coach and support their teams regardless of whether they are front or back office. The result is less operational stress, greater flexibility and a better employee experience.

Through tools like Intradiem, automation reduces manual workloads and repetitive tasks, enabling agents to focus on meaningful interactions. Real-time automation adjusts staffing levels and provides timely breaks, preventing burnout, reducing turnover and enhancing customer satisfaction.

Explore Aspect WFM, Intradiem, CallD.AI and Prohance solutions or contact our team to book a personalised demo.

Call Design offers a comprehensive range of workforce management training courses, including foundational programmes like Workforce Management Essentials, specialised courses for Real-Time Analysts and Team Leaders as well as any training your team have on how to use Aspect WFM.

The Workforce Management Essentials course is aimed at forecasting, scheduling- and resource planning professionals in contact centre and service environments. It covers core WFM practices and is an ideal starting point for those building their workforce optimisation skillset.

Yes. Call Design’s Workforce Management for Team Leaders and Workforce Management for Real-Time Analysts courses are designed specifically for those roles. They focus on leadership in WFM, real-time decision-making, performance adherence and people-process integration.