Workforce Optimization Featured Article

IEX TotalView Helps AT&T Wireless Maximize Contact Center Operations

June 11, 2009

AT&T’s (News - Alert) wireless business unit serves over 77 million subscribers and is tasked with delivering fast, quality wireless coverage, as well as quality customer support at all times.
The company has continued to deliver on these promises and was ranked first in FORTUNE magazine’s lists of the World’s Most Admired Companies and America’s Most Admired Companies.
Recently, the company reported growth in the number of WiFi (News - Alert) users and connections. This growth also means more quality and customer care needs to be delivered.
To help the company maintain quality communications and interactions with all their customers, IEX’s Total View Solution provides a centralized platform to optimize performance in the contact center. With real-time information, its possible to better schedule and manage the contact center while also automating labor intensive processes and saving on operating costs.
With TotalView, AT&T is able to monitor and improve the performance of their agents as well as better forecast and plan tasks.
To help the company better address their overall multi-site contact center operations, AT&T established an internal Workforce Operations systems. This group helped the company to find new ways make use of IEX (News - Alert) TotalView to answer to their needs for improved attendance reports, vacation bidding and other functions across the distributed contact center.
To help bring new solutions and capabilities to their contact center, AT&T’s internal project team worked closely with IEX’s profes­sional services group to develop new tools. This included new helper applications that the internal group said would help synchronize the TotalView database and increase the rate at which resource planning results and schedule efficiency would be delivered.

Because AT&T uses both internal managed contact centers and external partners, the company found it difficult to gain the visibility they needed into vendor sites - making accurate forecasting especially tricky. “We had limited insight into how our partners were scheduling their agents, which affected the accuracy of call routing decisions,” says Stuart Bauman, Director of National Workforce Opera­tions for AT&T’s consumer wireless business unit. “The external call centers would often schedule without fully taking the forecasted call curve into account, so we would end up with mismatches of staff and demand during parts of the day and the week.”

Through a new attendance application, all of the business unit’s attendance needs are now produced in one day and displayed on one screen. Vacation bidding is also more streamlined thanks to an Annual Bidding tool that allows agents to bid for vacation time via an automated tool.

“This has helped us increase our oper­ating efficiency and allowed us to redirect our workforce teams to other important tasks,” Bauman said. “The process has also reduced manual coding errors.”
In addition to these successes, Baum noted the company’s interest in utilizing other tools like Agent WebStation and Scheduler to help the company achieve further levels of effectiveness.
For more, check out the Workforce Optimization channel on TMCnet.

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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