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Aspect eWorkforce Management enables businesses to accurately plan, efficiently manage and optimize the performance of multi-skilled, multichannel, multi-site and outsourced staffing resources. The client, an automotive credit company, is focused on improving the customer experience through customer service or collections interactions. The company determined it needed a solution that would enable them to optimize their agent resources, gain greater control over agent scheduling, cut costs and improve customer service levels. As a result of the implementation, the client has seen increased productivity and revenue, improved customer service and agent performance, reduced staffing and operations costs, increased profits and customer satisfaction, as well as rapid return on investment. Specifically, the company has seen an 80 percent reduction in the time contact center supervisors are spending creating and managing agent schedules. They have also enjoyed a 23 percent increase in service levels, based on the percentage of calls that are answered within 60 seconds. In addition, the client has been able to reduce the average speed of answer by 138 seconds in the customer care group and by 60 seconds in the customer accounts group.
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