Customer Success
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The IEX® TotalView® Workforce Management system has been part of the client’s workforce management infrastructure for years. In fact, the system played a key role in the corporate consolidation of several smaller customer service units into a larger-scale operation focused on five coordinated agent locations. Recently, the insurer broadened its use of TotalView with a key upgrade and the addition of important modules such as WebStation Plus and Schedule Audit, which have enabled the centers to improve processes and gain significant cost savings. “TotalView plays a critical role in managing coverage for our customer service calls related to insurance claims, policies and payments,” said a corporate spokesperson. “We wanted to maintain our workforce management excellence through TotalView while extending the value of the system by adding key upgrades.” The organization’s workforce management specialists are charged with monitoring forecasts and service levels at several of their contact centers. They have used TotalView for scheduling for a number of years. But even with TotalView, agents coordinated schedule change requests with specialists through e-mail rather than their own scheduling view. The volume of e-mailed change requests reached 65,000 — an enormous volume of messages for the planning staff to act on and respond to by hand. As part of a much-needed refresh of the workforce management software and hardware, the organization added the TotalView WebStation Plus and Schedule Audit features. "Introducing these new capabilities has resulted in cost savings by automating manual processes and reducing administrative staff time while increasing productivity and service performance," a corporate spokesperson says. WebStation PlusWebStation Plus gives agents at all five of contact centers the ability to better manage their own schedules and planned time off. The enhanced information available to both agents and managers has improved visibility between central workforce planners and each individual contact center site. Now those tens of thousands of change requests once handled via e-mail are a thing of the past. "Inevitably, at the end of every year, agents would notify the workforce planning team of earned vacation time they needed to use up,” a corporate spokesperson says. “These surprises were eliminated and we are now better able to plan with the enhanced visibility gained through WebStation Plus.”Schedule AuditMeanwhile, the Schedule Audit feature has given workforce planners better tools to evaluate the true results of forecasting and planning efforts, expanding the group's ability to research and resolve scheduling exceptions in each contact center. Planning experts can now perform plan-to-actual schedule comparisons and identify hidden opportunities for service level improvement."Without Schedule Audit, we had no historical reporting function to analyze change requests. As a result, the analysts had to develop and maintain a method to manually track certain changes," a corporate spokesperson says. "And without WebStation Plus, agents would have been spending extra time to create e-mail change requests to planners for approval, and the administration team would have had to manually respond to requests and maintain records for documentation purposes as well." In all, the organization has streamlined its workforce management processes even further, and has been able to save one full-time employee in the workforce planning group as a result of higher productivity. "We demystified our scheduling process, and increased transparency. This was a significant accomplishment and is delivering process improvements in all areas of our long-term planning," a corporate spokesperson says. Client Profile:Sector: Financial ServicesContact Types: Voice Contact Volume: 7 million Site Locations: Bothell, WA; Spokane, WA; Denver, CO; Indianapolis, IN; Atlanta, GA Agents: 900+ Benefits
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