March 23, 2006

 

Eskom Holdings, Ltd. supplies nearly all of the energy to its home country of South Africa and more than half of the power across the African continent.  As the sole  provider for such a large area with more than 350 agents spread over seven locations, Eskom realized that their workforce was held back because of the lack of an effective workforce management system.

 

“Schedules were only issued once a year. Adherence was not measured and neither was forecast accuracy,” said Kevin von Berg, corporate specialist of customer service at Eskom in a press release. “As a result, our off-peak shifts were heavily overstaffed, and there was little or no variation in scheduling requirements during the day or even the year.”

 

Eskom turned to IEX Corporation’s TotalView Workforce Management system to manage its agent workforce, enabling the power supplier to achieve 95 percent schedule adherence from week-to-week while improving scheduling accuracy, smoothing out periods of understaffing and overstaffing and reducing reliance on expensive temporary staff.

 

TotalView also enhanced Eskom’s call flow to multiple sites, enabling them to operate the seven individual contact center locations as a single entity.

 

“Implementing TotalView has helped us overcome many of the barriers preventing us from managing the contact center efficiently and effectively.”

 

A complete version of Eskom’s case study can be read here.

 

Founded in 1988, IEX Corporation offers products and services that help customers improve planning, enhance performance, streamline tasks and integrate data.