Customer Success
AAPT | Print |

One of Australia’s Largest Telecommunications Carriers


AAPT Limited, part of the Telecom New Zealand Group, is one of Australia's three largest telecommunications carriers. Established in 1991, AAPT offers a range of local and long distance voice, mobile, data and Internet services to residential, business, government and wholesale customers.

The Business Challenge

AAPT is committed to driving competition in the Australian telecommunications market through high quality and competitively priced communications services. As part of this commitment, AAPT runs contact centers, with 400 agents spread across the Bendigo, Melbourne, Sydney and Robina locations, servicing existing customers and marketing to prospects.

To ensure customers receive prompt and exemplary service, AAPT recognized the need for a workforce management system. The IEX TotalView® Workforce Management system satisfied the company’s requirements.

Prior to installing TotalView, AAPT used Excel spreadsheets to manage scheduling. For their dynamic environment, the flexibility and advanced features of TotalView provided a perfect fit. AAPT continues to expand its use of TotalView to satisfy its dynamic environment.

Genesys Integration

AAPT recently introduced Genesys call routing at every site to fully integrate with TotalView and provide the import and display of real time and historical data.

One of the TotalView system's key strengths is its ability to simulate actual routing strategies to provide an optimal set of schedules. This not only ensures AAPT has the right number of people, in the right place, at the right time, but also enables AAPT to test call routing changes in TotalView before employing them in a live environment.

With this benefit,AAPT can fully understand the business impact of changes to call routing, agent skills, agent schedules and agent availability.

Efficiency Gains

AAPT receives 3.5 million calls per year across a variety of business units. TotalView has helped AAPT greatly improve its scheduling and forecasting in these multiskilled environments.

With these efficiency gains,AAPT can accurately forecast requirements, and has dramatically reduced the time it takes to produce schedules. The efficiency gains expected through multiskill scheduling are being achieved at AAPT, and TotalView is a significant part of this achievement.

Real Time Adherence

The TotalView system's Real-Time Adherence (RTA) feature compares agent's scheduled activities to their actual activities using instantaneous data feeds from the ACD. This feature is currently being deployed at one of AAPT's centers. The feature's value is clearly evident through a comparison of the RTA site's productivity and efficiency with the other contact centers.

As a result, AAPT is planning to roll this out across all of its centers as the return of investment is easily defined.

Return on Investment

TotalView will be a main tool used to address cost savings. AAPT will set new targets around adherence and productivity. Without TotalView, the return on investment could not be measured effectively. TotalView will play a vital role in achieving future targets to improve return on investment for staff and advertising.

WebStation

In addition, AAPT is pleased with the TotalView system's positive impact on employee satisfaction. The TotalView WebStation feature enables agents and team leaders to view and manage work schedules and call handling statistics, along with desktop reminders that alert agents to upcoming events (e.g. team meeting, break etc.).

This reduces administrative paperwork while improving employee morale by giving instant access to—and control over--work routines. Schedule reminders appear on the agents' desktop, enabling stronger ownership of schedule adherence.

WebStation is a true communication tool that allows staff to be more involved in the workforce management process.

Client Profile:

Company: AAPT
Sector: Telecommunications
Contact Types: Customer Service
Sites: 4
Locations: Bendigo, Melbourne, Sydney, Robina
Contact Volume: 3.5 million per year
Agents: 400
Website: www.aapt.com.au

Benefits

  • Simulates actual routing strategies
  • Allows tracking of actual staffing to forecasted requirements
  • Improves real-time adherence productivity and efficiency
  • Improves schedule production
“We are using TotalView to offer staff greater flexibility and more say in how they are staffed. TotalView also allows us to track our actual staffing to forecasted staffing requirements to ensure that we are staffing effectively.”
AAPT