Customer Success
Centennial de Puerto Rico | Print |
Type of Call Center: Telecommunications
Center location: San Juan, PR
Number of agents: 300
Type of Site: Single site

Background

Centennial de Puerto Rico is the island’s leading provider of wireless, broadband, and cable TV services, with subscribers numbering in the hundreds of thousands. Centennial of Puerto Rico’s mission is to be a complete supplier of advanced telecommunications services, forging lasting ties with customers through services that consistently exceed expectations. In addition to its 9 stores, 80 kiosks, and 60 retail agents, Centennial de Puerto Rico counts on the 300 employees of its wireless contact center to support this mission.

Challenge

Prior to the installation of TotalView in July 2001, the call center used a spreadsheet calculator (TCS Call Center Calculator) to schedule staff. Under this system, the call center could not allocate staff to specific periods within the day when call volume was heavy. As a result, the company would often schedule overtime for the entire day. Associates had to wait at least two weeks for approval of their vacation requests. Centennial turned to the TotalView Workforce Management system to address some of these persistent concerns.

Results

Customer Service

Based on its marketing research, the Hispanic Research Corporation named Centennial the Best Customer Service Provider for telecommunications in Puerto Rico in 2001. The TotalView solution makes it possible to maintain service levels even as call volume increase dramatically (20 percent in 2002), while avoiding the need for more full-time equivalents (FTEs).

Cost Savings

With the TotalView solution’s powerful scheduling and forecasting tools, the call center can determine, down to the half-hour, when excess capacity is really needed. This has helped the call center reduce excess overtime hours, at a substantial cost savings.

Agent Productivity

The TotalView solution has helped the call center create accurate schedules for the Sales department, and sales calls revenue increased six percent in 2002. Centennial expects that the TotalView Skill Plan, which will be operational on January 2003, will improve the Average Handle Time (AHT) of calls and further boost associate productivity.

The TotalView Agent WebStation module reminds agents of scheduled activities. These features improve their adherence to schedules and performance goals. Supervisors are able to use the WebStation module to schedule off-line activities on short notice during slack periods, reducing downtime.

Agent Satisfaction

TotalView’s Vacation Planner feature enables associates to get immediate approval for their vacation requests and reduces the workload of the supervisors and managers. With the TotalView’s Agent WebStation module, agents see their scheduled activities and receive alerts about any changes or updates. This has made them more aware of how their schedule requests relate to call traffic.

The Bottom Line

“The TotalView Workforce Management system has helped us minimize errors and man-hours in preparing schedules. It also reduced our overall staffing requirements while at the same time helping us manage more calls and increase our sales call revenue by six percent.”
Wanda Lopez, Director- Wireless Contact Center

For more information about Centennial de Puerto Rico, please visit their website .