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HBOS IEXcellence: A Case Study
Workforce Optimization Featured Article

HBOS IEXcellence: A Case Study

 
November 28, 2006

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By TMCnet Special Guest
IEX Corporation, www.iex.com
 

HBOS plc implemented a sophisticated workforce management methodology that includes centralised multi-site, multi-skill and multi-channel planning for nine contact centres where agent time is shared between inbound and revenue-generating outbound activity. The United Kingdom banking giant’s process is powered by the IEX TotalView Workforce Management system, which provides web-based scheduling visibility to agents while incorporating forecast models generated with quarterly, monthly, weekly and daily interval goals in mind.
 
HBOS was not always able to operate in such a sophisticated manner, however. "Prior to implementing our preferred planning model, forecasts were spreadsheet-based," says Gary Curley, head of resource optimisation at HBOS. "We experienced extreme forecasting variances. On one hand, agents were so busy they suffered from 'burn-out' and on the other hand they sat idle for long periods of time – neither of which was efficient.”
 
Previously, scheduling models were almost exclusively rooted in the past and used a flat calls-per-hour metric, which limited precision. Linking scheduling to revenue goals was next to impossible and detailed analyses was difficult at best. "All of these factors effectively negated the value of the analysis and made it more difficult to achieve financial targets," Curley says.
 
Forecasting Accuracy
As part of the workforce management process overhaul, HBOS used the TotalView system’s contact distribution rules, skill simulation capabilities and real time adherence monitoring tools to take full advantage of information derived from its ACDs. "The key to producing accurate forecasts in our organisation is to understand the inbound volumes and average handling times,” Curley says. “Armed with that information, we’re able to effectively build contact requirements for both outbound calling and SMS."
 
Efficient Scheduling
The HBOS approach to scheduling combines fixed and rotating shifts tied into the line manager’s availability. A variety of exception codes are used to plan daily interruptions as effectively as possible, including special categories for new agents who may have longer call handle times than more experienced agents. "Our schedulers continually use the TotalView Schedule Bidding feature in a test environment to try new initiatives and approaches," Curley says. "This has proved particularly useful in our shift alignment projects where HBOS workforce specialists can try out different scenarios to find the best fit to meet our goals.”
 
Effective Planning
Using TotalView, HBOS is able to budget contact centre operations based both on current and future seating requirements, right down to planning new facilities. "This process ensures that we have the resource levels to meet business demands in a rapidly transforming and regulated economic environment," Curley says.
 
Intraday Visibility
On a day-to-day basis, HBOS benefits from a keen focus on intraday management. “Real-time adherence codes were previously unavailable on our ACD. After implementing TotalView, the planning team was able to understand what was driving agent 'off-phone' behaviour," Curley says. "Now on a daily basis, the team provides an intraday re-forecast which provides the business with a perspective of the effect on our daily outbound capability compared to the inbound forecast."
 
Over the life of the TotalView project, call abandon rates have fallen more than 10 percent while forecast accuracy has more than doubled. Additionally, overall agent availability has risen more than 20 percent. "Our best practices have contributed enormously to the incremental improvement across our organisation," Curley says.
 
“TotalView helps us ensure we have the resource levels to meet business demands in a rapidly transforming and regulated economic environment." - Gary Curley, HBOS
 
 
Company: HBOS PLC
Sector: Financial Services
Contact Types: Voice, SMS, e-mail, mail
Sites: Nine United Kingdom sites
Locations: Leeds, Rosyth, Edinburgh, Leicester, Chester, Romford, Halifax, Manchester, Southampton
Agents: 1,500
Type of ACD: Nortel (News - Alert) Meridian, Avaya Definity
Website: http://www.hbosplc.com
 
Benefits:
 
-Unified several contact centres into one, managing multi-site, multi-skill and multi-channel operations from a central location
-Realised meaningful and actionable forecasting and analysis
-Reduced call abandon rates by more than 10 percent
-Improved agent availability more than 20 percent, with a better than 100 percent improvement in forecasting accuracy
 

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