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IEX TotalView Workforce Management System Helps Leading Check Printer Realize Substantial Contact Center Performance Improvements
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IEX TotalView Workforce Management System Helps Leading Check Printer Realize Substantial Contact Center Performance Improvements

 
March 08, 2006

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Global provider of workforce management and optimization technology, IEX Corporation, a Tekelec company, announced the performance improvements one of the nation’s leading check printers has gained with its TotalView Workforce Management system.
 
The software and printed products supplier for the financial market was looking for ways to reduce costs and improve service delivery. In support of its goals, the organization implemented the IEX TotalView Workforce Management system in its contact center operations.
 
Prior to implementing TotalView, the centers relied on Excel spreadsheets. “All of our workforce management functions were tedious and time consuming tasks,” said a corporate representative. Implementing TotalView helped the organization significantly improve both the efficiency and effectiveness of its contact center operations.
 
Forecasting Accuracy
 
One of the main things the organization wanted to gain by implementing an automated workforce management system was the creation of accurate forecasts. Upon implementing TotalView, forecasting accuracy improved dramatically. In fact, the center’s forecasting variance quickly decreased by 10 percentage points, going from 12 to 3 percent on average. 
 
“Being able to accurately forecast the call arrival pattern has helped us significantly improve our planning capabilities,” said a corporate representative. “It has also resulted in higher customer satisfaction while allowing more time for training, coaching and agent development.”
 
Staffing Efficiency
 
The deployment of TotalView has also helped the centers automate a number of time consuming tasks, allowing the team to focus on agent development instead of paperwork. Now that TotalView is in place, forecasting is completed by one person instead of three, scheduling is handled by one individual instead of two and reporting is maintained by one team member instead of four.
 
“Now our staff is spending less time on manual paperwork and more time focusing on intraday management and other important tasks,” said a corporate representative.
 
Optimized Scheduling
 
Not only has TotalView’s scheduling capability dramatically reduced the time it takes the center to create staff plans, it has also improved agent job satisfaction as well as the customer experience. The TotalView Schedule Optimizer has helped the company boost agent job satisfaction by improving the shift bidding process and making the workload more manageable with schedules based on call arrival patterns.
 
“The fact that we are now proactively scheduling based on call volumes, instead of just being reactive, has also helped us provide a much more consistent experience to the customer,” said a corporate representative.

Improved Schedule Adherence
 
The TotalView Real-Time Adherence module has helped the centers improve resource utilization and employee morale by giving both management and the service representatives insight into the daily plan. In fact, after implementing the module, adherence quickly jumped 12 percentage points, helping the centers consistently achieve 90 percent or better schedule adherence.
 
“The Real-Time Adherence feature helps us keep the right people, in the right place, at the right time to ensure we meet or exceed customer expectations,” said a corporate representative.
 
Vacation Planning
 
Before the centers installed TotalView, paid time off could only be scheduled a week in advance. With the TotalView Holiday Vacation Planner, the centers can now schedule paid time off up to 12 months in advance. “The Holiday and Vacation Planning feature helps put scheduling ownership back in the agent’s hand,” said a corporate representative.
 
Reporting
 
Instead of being burdened with the onerous task of creating manual reports, many of the reporting functions are now automated and Web-based. As a result, the organization reports a 90 percent reduction in manual reporting. By automating the reporting process, the centers are now able to quickly identify coaching areas before issues escalate to the point that they impact service level goals.
 
“TotalView has allowed us to significantly reduce overall costs by automating once laborious workforce management tasks and by giving us a better understanding of the actual contact volume,” said a corporate representative.
 
Benefits:
 
- Adherence went from 81% to 93%
- The forecast variance decreased from 12% to 3%
- Vacation planning can now be conducted up to 12 months in advance
- The need for manual reporting was reduced by 90%
- Staff utilization was significantly improved
 
 

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