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January 11, 2010
Case Study: NICE's Workforce Optimization Systems Improve Operations for India Contact Center (Part 1)
By Kelly McGuire, TMCnet Editor
Editor’s Note: When a company announces a new client contract, the announcements that flood the press wires always talk about the new agreement and what’s to expect going forward. But, how often do you hear about the success of a company’s after a customer has used the system for a period of time? Not as often. So, when I came across a case study that reported how NICE Systems’ (News - Alert) workforce optimization services transformed a company’s operations, I had to report.
While I tend to write fairly often about many contracts awarded to NICE Systems, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises, it’s rare to hear a customer’s direct feedback after using the providers systems.
But now, when I received a case study from Reliance BPO, or “RBPO,” Anil Dhirubhai Ambani Group, one of India’s largest corporate houses, with 17 contact centers in the country and over 6,000 internal and 10,000 external sales agents, with direct examples of how the corporation benefitted from NICE’s systems, I was elated.
Managing over 2 million calls through its interactive voice recorder, or “IVR,” system, as well as 1 million calls at agents’ desks per day, RBPO needed a system that could organize the spreadsheets and manual process the company used previously before enlisting NICE’s services.
According to RBPO officials, using manual processes resulted in a labor-intensive approach to workforce management, or “WFM,” made operations progress at a slower pace.
Not to mention, the company also caters to customers in 14 different languages. So, in order to organize all staffing and scheduling in the different language, before using NICE’s systems, there was no ability to account for overlapping skill sets and language abilities, which caused agents to poorly utilize their language skill sets.
“If we had to schedule unique agents for all 14 languages, there would be a huge amount of overstaffing around the clock, “Nirmalya Sinha, RBPO’s WFM manager said.
So, the company went after a solution and, in 2004, found and deployed NICE’s IEX (News - Alert) Workforce Management System. And, in 2008, the final piece of the NICE system puzzle was implemented by the organization as part of a larger WFM overhaul.
“The NICE system was the perfect choice due to its Multiskill capability, which for the first time enabled Reliance to accurately track all of the skills and languages available to each agent, providing full customer coverage much more efficiently,” company officials said.
With the NICE system, RBPO was able to meet business deliverables with effective cost optimization, agent satisfaction and better knowledge management.
“The entire project was one-of-its-kind in the entire Asia Pacific region,” Sinha said. “The project team comprised of 10 NICE IEX-certified Train-the-Trainers and five Avaya (News - Alert) Global Connect-certified NICE IEX WFM professionals. The WFM team over here is highly competent to give trainings and application rollout on NICE solutions.”
To find out more about how NICE’s systems changed RBPO’s operations and increased their success, check back for Part 2 of the series.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly 'green' technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire
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