Customer Success
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External customers are not the only clients this telecommunications client’s contact centers must service. The company’s Human Resource Call Center (HRCC) handles HR issues and payroll inquiries for tens of thousands of employees. In fact, the center answered about a quarter million calls last year – and that was with the merged the organization’s payroll desk operating just 7 of the 12 months. With 62 agents on staff and a relatively high contact volume, the HRCC operation adopted the IEX® TotalView® Workforce Management system to ensure efficient and effective contact handling.Better Resource PlanningThe skills-based planning component of TotalView helps the dual-purpose HRCC group better meet the needs of both its HR and payroll support mission. "We can now measure the effectiveness of our workforce management team's forecast accuracy, which helps us better plan staffing resources," says a corporate spokesperson.The HRCC group continues to handle a growing variety of inquiries from callers who need information quickly and accurately. TotalView has played a key role in supporting the organization’s increased emphasis on cross-training. The power of skills-based scheduling has enabled HRCC to do more with agent time – without compromising call answer rates. The ability to consistently meet the organization’s 95 percent call to answer goal has resulted in a significant reduction in call abandon rates. These improvements have occurred even as the organization uses intraday management to allocate agents for handling e-mail inquiries or to take part in training. The HRCC group has made a rapid and beneficial transition to constant accountability without compromising service quality. "The biggest challenge we faced was the fear that came with establishing another metric for our agents," says a corporate spokesperson. "However, once we were able to provide data and measure positive impact, those fears were diminished." Improved Schedule AdherencePrior to adopting TotalView, the HRCC group used spreadsheets to loosely monitor agent adherence. But visibility was limited and of questionable value. Workforce experts could only see data in the aggregate, with no capability to gauge interval adherence short of watching an agent on a one-to-one basis. "We were not able to specifically see the agent's individual adherence, only log-in time in minutes," says a corporate spokesperson. "There was no measurement to hold an agent accountable to following their schedule."Despite some initial cultural resistance to adherence metrics, the HRCC staff quickly adopted and embraced the new performance standard. The organization set a 93 percent adherence target for both HR and payroll teams, and achieved that result consistently within 3 months. "There was some reluctance to establish a schedule adherence goal, but after a short ramp-up period, everybody saw the value," says a corporate spokesperson. Adopting TotalView to help power its workforce management efforts has given HRCC's managers the ability to adjust allocations to better meet the center's stated service level goals. Using the supervisor views in WebStation, managers and team supervisors can now stay engaged with agents on a daily basis through adherence reports and timely intervention. Client Profile:Sector: TelecommunicationsContact Types: E-mail, inbound voice Sites: One Locations: San Antonio, TX Contact Volume: Approx. 250,000 Annually Agents: 62 Type of ACD: Genesys / Nortel Benefits
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