Customer Success
Worldcomm | Print |
ImageIEX and WorldCom have a common goal: making businesses run more efficiently. WorldCom provides enterprise communications services to small and global businesses. Services range from telephone and fax, to Frame Relay and ATM data services, to advanced solutions like IP Virtual Private Networks and Web Hosting. With such a broad spectrum of communication offerings, customer service holds the key to success at WorldCom, and TotalView® Workforce Management from IEX helps fuel that success.

With almost 200 agents at its multi-site, multimedia contact centers, WorldCom depends on its agents to answer customer phone calls, e-mail and faxes in the most effective manner possible.

WorldCom installed TotalView when its contact center staffing department was created in 1997. Since installation, the contact center has been able to answer calls more efficiently, ultimately leading to an increase in customer satisfaction and higher revenue. Now, WorldCom enjoys a 97 percent service level in its contact centers.

“By utilizing the IEX forecast and scheduling system, we were successful in meeting our contact center objectives during 11 out of 12 months during 2001,” said Sukjin McCloud, global customer care inbound/GOCC manager for WorldCom. “The improvement we have seen in our service levels made the difference between not meeting the objective in 2000 and exceeding our company’s expectation during 2001.”

By utilizing TotalView, WorldCom has also seen a reduction in the number of overtime hours offered over the last year. The contact center was able to realign resources between the inbound contact center and non-phone support groups, staffing in the most efficient manner. WorldCom estimates an overtime-cost savings between the inbound and support groups of over $80,000.

In order to reduce the amount of overtime offered, WorldCom made several changes based on the information from TotalView reports. The contact center utilized four-day, 10-hour shifts to maximize weekend coverage and started using non-phone support groups to take calls during lunch hours. Both of these changes have proved to be very profitable for the WorldCom contact center over the last year.

WorldCom uses the optional Vacation Planner feature that lets agents know instantly if the vacation time they request is available. Since implementing the planner, WorldCom no longer has to research each vacation request. Instead, each week, the staffing team updates the Vacation Planner so minimal maintenance is required.

“We love it,” said McCloud. “The Vacation Planner has been a great asset to both our agents and our staffing department in terms of productivity, efficiency and employee satisfaction.”

WorldCom views the Vacation Planner feature, scheduling flexibility, call volume forecasting and reporting features as TotalView’s strongest benefits. TotalView Workforce Management’s scaleable functionality will aid WorldCom in its future growth and continue to bring value and cost savings to the contact center.

For more information about WorldCom, Inc., please visit their website .