Customer Success
Tupperware | Print |
ImageTupperware Corporation is one of the world's leading direct sellers, supplying premium food storage, preparation and serving items to consumers in more than 100 countries through its Tupperware brand.  In partnership with more than 1.2 million independent sales consultants worldwide, Tupperware reaches consumers through informative and entertaining home parties; retail access points in malls and other convenient venues.  Tupperware will field over 1.2 million contacts in 2003 from its sales consultants and customers.  Contacts are handled by its 135 contact center agents through incoming calls, email and chat sessions.  The center has grown from 30 to 135 agents in the last 2 years.

Tupperware’s contact center, based in Orlando, Florida, previously used Excel spreadsheets to schedule its workforce.  The manual process was time consuming and inaccurate.  Tupperware turned to IEX’s TotalView® Workforce Management for accurate forecasting and scheduling and overall contact center efficiency.  TotalView’s easy-to-use solution is the industry's most advanced workforce management system that has the right set of tools to create contact center success.

Tupperware installed TotalView prior to its rapid expansion saving considerable headcount in the process.  Bringing efficiency to the contact center enabled Tupperware to extend its operating hours an additional five hours a week without additional costs.  Tupperware optimized its service level goals by adjusting breaks and lunches according to forecasted call arrival patterns.

TotalView’s advanced forecast and scheduling functionality has allowed Tupperware to come under its projected labor budget.  The contact center met its service level goals without hiring 28 additional agents as was budgeted.  Avoiding hiring additional agents saved recruiting, training and operating costs.  Overtime costs were also reduced by 20 percent, saving between $8,000 and $10,000 per week.

“It’s amazing to see the efficiency and cost savings that TotalView has brought to our contact center,” said Debbie Coyle, Tupperware Scheduler.  “Our customer satisfaction continues to improve because we can accurately predict our peak contact volumes and staff accordingly so our customers are serviced quickly.”

In just one year, Tupperware has reached its goal of increased efficiency and has experienced remarkable cost savings.  TotalView Workforce Management is ideal for a contact center of any size and can improve operations within a matter of months. It is important that Tupperware maintain an efficient contact center to guarantee its sales consultants’ success and customers’ satisfaction.

For more information about Tupperware, please visit their website .