Case Study:
Project Overview
A client wanted to transform its workforce management capability to drive better Contact Centre Agent performance through the introduction of new systems, tools and processes. This involved deploying a market leading and unified suite of capabilities including Agent Forecasting and Rostering, Customer Call Recording, Speech and Text Analytics together with Agent coaching tools.
Objectives
Challenges
Existing workforce management systems were reaching end of life with limited vendor support thus creating significant business risk for such mission critical systems. |
Existing capability was not able to route or direct customer contacts according to the correct agent skill groups thus impacting customer experience. |
Agent forecasting was ineffective as it was not possible to forecast accurately for growing channels such as web-chat. This drove inaccuracy with matching customer volumes with Agent FTE. |
Real-Time Agent performance data was not available hence significant manual over-head was necessary for Coaching to be conducted. |
Solutions
Led a significant implementation team to deliver the new workforce planning capability supported by a comprehensive change management program to drive adoption |
Designed and implemented a strategy for customer inquiries are routed to the right Agent Skill Group |
Structured Step-Change to Analytics enabling immediate visibility into Contact Centre Performance |
Established program Governance to ensure all project controls were established to ensure a successful implementation |
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