December 18, 2006

 

When BPO Outsourcing Company, Abtran was ready to improve their service offerings, they knew a more advanced workforce management solution that would answer to and go beyond their forecasting, scheduling, and reporting needs was necessary.

 

As a solution, they turned to IEX for their advanced workforce management capabilities including a unique delivery method and added benefits.

 

After careful review and consideration of the ideal solution they had in mind, Abtran chose IEX from QPC and Sentient.

 

The IEX solution offered flexibility enough for Abtran to customize a top rated solution and make it even better.

 

For this, the company re-branded IEX TotalView Web Station Plus module as Abtran myVista and devised a customized solution that best met their needs. By customizing and re-branding the solution, they were able to offer agents and the organization as a whole, a solution that was beneficial to the entire operation and that would have successful buy-in.

 

After implementing the solution, Abtran gained the visibility needed to better plan and answer to situations or call fluctuations as they occurred.

 

They also realized they would benefit most from a hosted solution and worked with QPC and Sentient, hosted solutions and consulting providers in the Ireland market, to utilize a hosted model of the IEX workforce management deployment, paying only a monthly license fee per agent to Sentitent who would host the TotalView WFM system in their managed service facility in Dublin.  

 

 

According to a company case study, "With TotalView, Abtran has improved the efficiency and effectiveness of its staff plans. The Abtran operation now consistently meets its service level objectives and has significantly improved agent adherence while improving morale and reducing agents' average handle time (AHT)."

 

The company case study also quoted Darren Leehy, of Abtran as saying, "We wouldn’t be seeing such consistent service levels or the significant increase in schedule adherence without the hosted TotalView workforce management system".

 

"People see Abtran myVista as a window into their world where they can see and manage their lives. Giving TotalView a strong local identity helped us get buy-in from the most important element in the process. The flexibility that TotalView provides has enabled us to create a custom solution made just for Abtran, which helped convince everyone of the benefits," also commented Leehy.