Customer Success
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 Managing rapid and unpredictable growth… gaining economies of scale… freeing management time to focus on core business challenges… these are just a few reasons why global businesses use Vertex to manage their contact centre operations. With a proven history of providing highly efficient outsourcing solutions for companies such as, Marks and Spencer, Vodafone, Westminster City Council, United Utilities and Lastminute.comVertex recognises the importance of maintaining high efficiency levels in their contact centre operations. With 2,500 agents spread across seven sites currently using the TotalView system, spreadsheets and a cumbersome workforce management system fell short in achieving their goals. To help improve efficiency in their centres Vertex selected ‘TotalView’ workforce management software to consolidate agent management across sites. According to Colin Field, Vertex Senior Analyst, the TotalView solution enables Vertex to better allocate resources where they are needed, improving service level consistency. “Service Levels are much easier to manage now, stated Colin Field and “TotalView has significantly reduced our administration paperwork, giving managers more time to focus on planning and making improvements. Changes we have made since using TotalView allow us to handle five percent more calls than before while reducing average speed of answer by up to 120 seconds.” Colin Field credits TotalView’s skill-scheduling feature with ensuring that agents are best matched to a particular customer request, are available to receive it, while actually reducing staff requirements through efficiencies by five percent. Vertex realised additional benefits by implementing TotalView real-time adherence. With the knowledge that performance was being closely monitored, agent schedule adherence increased to 90% and our target to 95%” “The adherence improvement we achieved was the same as adding an extra fifty agents at the times that we need them,” commented Colin Field. “As a result we increased our ability to handle five percent more calls, without the need for more agents.” Customers and management are not the only ones enjoying the benefits of the TotalView solution. Agent preferences and holiday planning features of the product help improve agent satisfaction by incorporating agent scheduling preferences into their work assignments and making it easier to request time off. “The functionality of the TotalView workforce management has delivered results across many areas of our contact centre operation,” said Colin Field. “Our customers, employees and business all benefit from this flexible, functional and friendly solution.” KEY STATISTICSVertex credits TotalView with:
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