Customer Success
SITEL Corporation | Print |

First Class Customer Care

SITEL Corporation supplies customer support services on behalf of many of the world’s leading organizations. SITEL’s scalable service capabilities and an exceptional track record in the delivery of first-class customer care are the primary reasons leading companies rely on SITEL.

Faced with the challenge of continuing to provide top notch services for its clients, SITEL turned to the IEX® TotalView® Workforce Management system for support in many of its contact centers.

“Prior to implementing this tool, we had a challenge of producing accurate long term forecasts and staff plans,” said Osam Hamdan, workforce manager for SITEL. “TotalView has helped us become more proficient in short and long term planning. Now, we’re more prepared and are managing resources day-in and day-out much more effectively.”

“SITEL’s expertise with using TotalView has been instrumental in tailoring and implementing the IEX tool to meet specific requirements of our business, therefore, TotalView and SITEL’s expertise work hand-in-hand to deliver superior customer service for our clients,” said Hamdan.

Forecasting Accuracy

“Our main driver is volume. It’s critical that we have a system capable of forecasting to the level of accuracy required to consistently hit key performance indicators while keeping pace with fluctuations in customer contact volumes,” said Hamdan.

TotalView helps SITEL share this information with its clients so that everyone is on the same page in terms of call volume versus actual capacity.

“We strive to build strong partnerships with our clients. If there are KPIs that are being compromised based on the volume of contacts being sent our way, then that’s when the planning discussion opens up,” said Hamdan.

Short and Long Term Planning

SITEL has different short and long term contingency plans. To address short term planning issues, SITEL looks for ways to flex existing resources. That may mean scheduling overtime or redeploying personnel. To address long term planning issues, SITEL makes changes that allow the center to handle a higher volume of contacts than originally forecasted much more quickly.

Improve Management Efficiency

“The way we are formulating schedules and tracking our staff has definitely helped us improve management efficiency,” said Hamdan. SITEL uses TotalView to optimize breaks and lunches for its agents. The system also keeps agents informed by notifying them when a change has occurred to their daily schedule. And with the system’s Real-Time Adherence module, SITEL now sees an average of 95 percent schedule compliance versus the 85 percent average it saw prior to replacing the center’s legacy system with TotalView.

“TotalView has made a very positive impact on our business,” said Hamdan. ”Through efficiency improvements we can run more business through our centers meaning increased revenue per center.”

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SITEL Corporation credits TotalView® with:

  • Improved Forecasting and Planning Accuracy
  • Enhanced Short and Long Term Planning
  • Now Consistently Meet 95% Adherence Goal
  • Increased New Business Acquisitions
“TotalView helped us become more proficient in short and long-term planning. Now we’re more prepared, and are managing resources day-in and day-out much more effectively.”
SITEL Corporation