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
|
Improve Contact Centre Agent Performance |
|
Improve Customer NPS Scores |
|
Reduced TCO for IT Platforms |
|
Step change in Analytics Capability |
Challenges
Existing Systems Nearing End of Life Existing workforce management systems were reaching end of life with limited vendor support thus creating significant business risk for such mission critical systems. |
Inability To Route Calls To The Right Agents Existing capability was not able to route or direct customer contacts according to the correct agent skill groups thus impacting customer experience. |
Inability To Forecast Across Emerging Customer Channels 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. |
Agent Coaching Ineffectiveness 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 |
Results
|
|
