Customer Success
NEBS | Print |
ImageIndustry: Business Goods and Services
Type of contact center:  inbound/outbound
Average annual contact volume: 1.7 million
Size:  2 sites/ 200+ agents

Background

New England Business Service, Inc. (NEBS) is a leading business-to-business direct marketing company with 2.5 million active small business customers in the United States, Canada, the United Kingdom and France. The Company supplies a wide variety of business products and services, which are marketed through direct mail, telesales, a direct sales force, dealers and the Internet. NEBS operates two contact center sites with over 200 agents that handle both sales and service calls for the company.

Challenge

NEBS contact center had previously relied on a competing workforce management product to efficiently operate its center, but efficiency was not being achieved.  NEBS had to manually schedule its staff and found it difficult to accurately forecast contact trends and optimize its resources.  Another problem area within the contact center was agent adherence which was reflected with poor time management among the agents.  Inaccurate use of agent time was starting to reflect in lower customer service levels.  NEBS decided to turn to TotalView® Workforce Management from IEX to help achieve optimal workforce management in its contact center.

The TotalView solution was designed with the customer’s success in mind.  TotalView Workforce Management brings efficiency to the contact center with an easy-to-use solution.  With TotalView, NEBS was able to fulfill its scheduling needs, best utilize its resources and see tremendous cost savings with the TotalView solution.

Results

  • NEBS has saved nearly $350,000 on contact center operations
  • Accurate scheduling improved agent adherence, time management and productivity
  • TotalView forecasting helped NEBS identify when to schedule off-phone tasks and best manage agent expectations
  • Customer service improved with average speed of answer (ASA) reducing from 30 seconds to 20 seconds, improved service level goals and reduced abandoned rates

The Bottom Line

“TotalView Workforce Management has brought efficiency and cost savings to our contact center operations, allowing us to focus on customer service and agent satisfaction.”
Lucille Rolfes, Operations Supervisor

For more information about New England Business Services, please visit their website .