Customer Success
| State Highway Toll Authority | | Print | |
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This electronic toll collection agency, operating on behalf of the State Highway Authority, uses the TotalView Workforce Management system from IEX Corporation to ensure its contact centers run efficiently and are effectively staffed. “TotalView has helped us realize a higher level of operational efficiency and effectiveness,” said a workforce manager for the agency. Using TotalView, the agency saw a 78 percent increase in agent productivity by using the system to determine a more efficient way to cover the call volume. “Now we can handle the same volume with significantly fewer resources because we’re able to effectively avoid periods of overstaffing and understaffing,” he said. By reviewing the forecasts produced by TotalView, the agency determined a 4-day workweek with 10-hour shifts would help the center gain better coverage. The agency representative said this not only increased customer satisfaction but also helped boost job satisfaction. “Employees have a better quality of life because they now have 3 days off, plus it helped me gain better coverage for calls that were coming in early and late,” he said. Real-Time AdherenceThe agency uses the TotalView Real-Time Adherence (RTA) module to further enhance its service quality. RTA allows supervisors to quickly determine what their staff is doing at any given moment during the day. That way, if service levels begin to slip due to an unexpected spike in call volume, supervisors can easily put agents scheduled for offline activities back on the phone.“Using RTA, we can see the current status of our entire operation at a glance,” he said. “Adherence results have a direct impact on service results. This feature helps ensure we follow the daily plan to consistently meet goals.” WebStationThe agency also attributes the center’s ability to consistently meet service goals to the TotalView WebStation module. WebStation is designed to help agents manage their schedules and take ownership of their adherence achievements. “With WebStation, agents have a clear understanding of how they are performing to the set schedule. There is no longer a gray area,” he said.State Highway Toll Authority credits TotalView® with:
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