Customer Success
| State Government Workforce Commission | | Print | |
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In order to effectively staff its centers to support the employers and job seekers that turn to this government agency for support, the organization implemented the TotalView® Workforce Management system from IEX Corporation. The TotalView Workforce Management system is designed to help contact centers provide top notch customer service. Instead of rolling the system out to all the centers at once, the agency used a phased approach. Prior to implementing TotalView in the center operated the agency’s lead network coordinator, they relied on Microsoft Excel for forecasting and scheduling. “Using Excel was labor intensive and time consuming,” he said. “TotalView makes it much easier.” Forecasting AccuracyThe TotalView system’s automated forecasting capabilities have given the agency better insight into staffing requirements. “As a government agency, we don’t have a lot of control over hiring to handle temporary increases, so we have to be as accurate and efficient as possible,” he said. “TotalView gives us a much clearer picture of actual staffing requirements, both short and long-term.”Staffing EfficiencyTotalView has also enabled the agency to improve staff utilization through better forecasting. For example, the agency opens at 8 a.m. By forecasting the actual call volume at 8 O’clock in the morning, TotalView helps the agency determine how many agents, with which skills, are required for effective staffing when the center opens on a given day. “TotalView helps us recognize the demands during the day and adjust the schedule to meet them,” he said.TotalView not only helps the agency determine when and where agents are required to cover the calls, it also helps the organization find optimal times for scheduling offline activities like training. Multiskill SchedulingThe TotalView Multiskill feature has helped the agency significantly improve the way agents are scheduled for the types of calls they handle. “It is more than just having someone on the phone to answer the calls,” he said. “It is about having an agent on the phone with the right skills. Whether they are equipped to handle more advanced calls or they are bilingual—TotalView makes it a lot easier to ensure the right person is on the other end of the phone.”Better Schedule AdherenceOnce agents are scheduled, the TotalView Historical Adherence feature enables the agency to prevent non-conformance issues from impacting service levels. “Because we are government, and our staffing is tight, every minute counts,” he said. “This tool enables us to better track adherence so that we can work with agents that aren’t conforming to the set daily plan.”ReportingThe ODBC connection available with TotalView has enabled the agency to significantly reduce the time it takes to produce reports. “Right now it takes15-20 forecasts, from all the centers to calculate long-term requirements. With ODBC, instead of pulling the information down piece-by-piece, we just query the whole table and save everything. It’s much quicker,” he said.State Government Workforce Commission credits TotalView® with:
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