Case Studies : Enterprise Workforce Optimization

U.S. Communications Provider

Situation Summary
A U.S. provider of communications services found that rapid expansion had pushed its contact center to its limits. Call volume had increased dramatically, but the center’s answer rate was lower than desired, even though agent occupancy was low. The center had outgrown manual scheduling and use of tape recorders to evaluate calls, and it lacked solid quality metrics for identifying specific areas in which to improve service. As the cost to serve customers escalated and first-call resolution rates declined, executives took action.

Solution
The company selected Impact 360® Workforce Optimization from Verint® to simplify scheduling, quality monitoring, and training within its contact center. Additionally, it changed its internal processes and leveraged Impact 360 to better train its agents.

Benefits
Impact 360 Workforce Optimization provided immediate benefits. With more precise forecasting and scheduling, the company made better use of agent time and was able to decrease headcount by 30 percent, even though the customer base continued to expand. Better, more focused coaching and training—including lessons delivered directly to the agents’ desktops—helped agents build and enhance their skills. Agent attrition decreased by 55 percent, first-call resolution increased by nearly 20 percent, and revenue generation within the contact center increased by 50 percent in two years.

Verint Solutions

• Verint Workforce Optimization