Workforce Optimization Featured Article

South American Customer Service Provider Succeeds with IEX

September 02, 2008

When it came time for contact center outsourcing provider, Contax, to revamp and makeover their workforce management system, they turned to IEX (News - Alert) to not only enhance productivity in their contact centers but also to improve service levels and reduce over head costs.
Operating 24x7, and providing Inbound/outbound voice, inbound/outbound e-mail, inbound fax, online chat, the contact center outsourcing, and with over 52 thousand agents in 22 center located through Brazil, they needed a system they could rely on and that would provide results.
Because of their large amount of staff members, management of the workforce—equivalent to more than agent pools of many companies, and with more than 1.5 billion customer touches on behalf of its clients,
they were challenged with putting a system in place that would help them get the most out of each agent and client engagement.
Before making the decision to go with IEX TotalView System, the company managed all 22 of their contact centers separately including separately generating forecasts for each site. These forecasts also did not include call activity and agent availability and made tracking and creating the manual spreadsheets and schedules a timely process.
With the IEX TotalView Workforce Management system, a NICE SmartCenter solution, they were able to unify their workforce planning across the contact centers including applying planning and forecasting so that each center could builds its own plans as needed. This capability helped Contax to improve their overall agent utilization and improved service levels. Also, they were able to achieve decreased operational costs as they were able to measure more details and trends about customers and work them into the forecast.
Using the new system, Contax was also able to work more closely with their agents and see where problems existed and resolve them in a timelier manner. With the system they also now route calls to the best available agent across all of their contact center operations.
A customer case study points to the following key improvements noticed fro the IEX implementations:
  • Service level improvement from 50 percent to 90 percent
  • Agent headcount reduced 10 percent
  • Customer and client satisfaction increased
  • Service levels, occupancy, and adherence equalized across entire 22-center network
  • Overtime reduction and increased agent satisfaction through more accurate forecasting and scheduling
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Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi
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