Customer Success
Spherion | Print |
ImageEvery year, Spherion-managed call centers handle more than 7.5 million calls. Call Center Magazine has recognized the company in its Best Call Center awards.

Spherion implemented TotalView at its Nederland and Victoria, Texas centers in 1997 and 1999 respectively. Previously, these centers relied on Excel spreadsheets for workforce management.

Before implementing TotalView, Spherion constantly changed agent skills or reprioritized to maintain service levels across skill sets. Often the centers fell short of targeted service level metrics. TotalView Skills allowed Spherion to generate schedules that leveraged cross training of agents while maintaining the integrity of the skill volume and average handle time for statistical reporting. Matching agents with the right skills to handle particular calls has reduced AHT and improved service. Meanwhile, Spherion has consistently met its service metrics for clients.

"As outsourcers, it is very important to us to provide consistent and reliable service metrics to our clients,” said Debra Phillips, national resource manager-Spherion. “TotalView has provided consistency in the forecasts of volume, average handle time and agents required. This consistency has allowed us to staff efficiently with confidence that we will make our service metrics.”

Skill-based scheduling and more accurate forecasting have enabled Spherion to maintain service levels with fewer FTEs - saving an estimated $400,000 annually. Better schedule adherence, meanwhile, is saving Spherion $300,000 per year.

Schedule adherence has improved 12-15 percent and now stands at 90 percent. Using TotalView's tools, supervisors can provide feedback to agents on their adherence and focus on improvements. Intraday reports have facilitated more efficient scheduling of meetings and training.

With TotalView, supervisors now have easy access to scheduling information, and they can respond to agents' questions quickly. At the Victoria center, TotalView's Vacation and Holiday Planner has improved the vacation request process, which in turn enhances agent satisfaction.

For more information about Spherion, please visit their website .