January 19, 2010

 

 

In continuing with last week’s discussion of Reliance BPO, or “RBPO,” Anil Dhirubhai Ambani Group, one of India’s largest corporations with 17 contact centers, implementing NICE Systems workforce management, or “WFM,” system, the results proved that the Indian company made the correct professional decision to implement the improved applications.

According to RBPO officials, using NICE’s systems, the company has been able to significantly reduce the proportion of agents to customers served. Since the company previously only had a basic login and logout information on its agents, implementing NICE’s system allowed for more fine-grained information on agent activity, which enabled the company to have a detailed approach to scheduling agents to increase productivity and limit the unnecessary agents on shifts.

Nirmalya Sinha, RBPO’s WFM manager said that with the NICE workforce system, the company’s schedule adherence increased 15 percent.

“Now that we can track each and every minute of our agents’ activities, we are seeing fantastic results,” Sinha added.

In fact, RBPO saves 4,150 hours per month on WFM tasks with the NICE system. “Shrinkage is down, while occupancy is up, and average handle time has been reduced,” company officials said. Additionally, other improves to RBPO’s operations include:

•             Call abandonment rates have been cut in half

•             Front line agents are more supported

•             Interactive schedule trades and swaps are now taken care of with NICE’s interface

•             Agents can customize their schedules

What’s more, agent work satisfaction has improved with a more robust and organized system.

And, the future of RBPO looks brighter now the company uses NICE.

“As Reliance has grown, its customer support model has expanded to include agents from outside vendors/partners,” company officials said. “Currently, Reliance does not directly schedule or manage these agents from partner location, but the company plans to extend the use of the NICE solutions to include the partner agents serving its customers.”

“This flexibility and scalability are vitally important to Reliance BPO, as is the ongoing service and support relationship the company has with the NICE IEX (News - Alert) professional services personnel,” Sinha said. “NICE’s customer support has been absolutely brilliant.”

It’s evident that NICE has been a crucial component for improving RBPO’s cost strategy.

“The compatibility, flexibility and multiskill capabilities of NICE have provided us with crucial management tools,” Sinha said. “We are proud of what we accomplished, and plan to extend and expand the way we use the system.”