One of the nation’s largest distributors of natural gas in the United States uses the TotalView® Workforce Management system from IEX Corporation to ensure its customer service operations run efficiently and are effectively managed.
Accurate Forecasts & Intraday Management CapabilitiesThe utility uses the TotalView system’s forecasting capabilities to develop schedules aligned with staffing requirements. “TotalView produces accurate forecasts that ensure we schedule agents appropriately,” said an operations support manager for the utility. “And when the day arrives, the system’s intraday management capabilities allow us to see how events are unfolding and to quickly react to unexpected spikes in call volumes.”
Cost Savings with Advanced PlanningWhen this occurs, the utility first reviews the offline activities—training, meetings, etc.—its Scheduling Team had planned. “We look for peaks and valleys that are in the forecasts and we don’t schedule any offline activities during those peak times. That way we avoid paying overtime to cover these activities. When necessary, off line activities can easily be rescheduled to cover changes to the daily plan,” he said. As a result, the utility has been able to significantly reduce overtime expenses.
Productivity Gains Through Real-Time AdherenceThe TotalView Real-Time Adherence (RTA) feature has helped the utility improve productivity. “RTA is one of the features that have helped us the most. It lets us keep tabs real time on agent activity so we know when agents are on and off the phone versus what they are scheduled to be doing,” he said. “That way, we can realize immediately—not after the fact—what’s going on and remedy any problems before they escalate.”
Vacation PlannerThe TotalView Vacation and Holiday Planner feature helps the utility’s Scheduling Group manage its paid time off requests based on the percentages it has set to determine how many people can be out of the office during each shift. Any time the group finds that there are going to be extra people out, particularly during the holiday season when union negotiated guidelines dictate the number of people that get time off, TotalView helps the utility make adjustments to ensure adequate coverage.
Electric Utility credits TotalView® with:- Increased Productivity
- Reduced Overtime Expenses
- Streamlined Vacation Planning
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