Contact Center Solutions Featured Article

September 04, 2008

Basler Versicherungen Turns to Impact 360 Workforce Management Solution

By Susan J. Campbell

Basler Versicherungen, a Germany-based insurance company, together with Tele’Train, has announced that it is implementing the Impact 360 Workforce Management Solution from Verint (News - Alert) Systems.

The objective of the insurance company is to effectively facilitate agent shift scheduling in its Bad Homburg-based customer service center, while also gaining greater flexibility and efficiencies. 

Part of the Verint Witness Actionable Solutions’ Impact 360 Workforce Optimization suite, Impact 360 provides the tools to plan, establish goals, schedule and deploy appropriate staff, leverage scorecards and performance metrics and develop and fine-tune skills and proficiencies. As a result, companies are able to reduce costs by staffing appropriately to meet workload and improve service.

Impact 360 will enable Basler Versicherungen to automate and more accurately forecast call volumes and schedule accordingly to meet demand. The solution will help verify the number of agents and use intra-day management to adjust schedules and staffing as necessary. As a result, the organization will be better able to provide higher service quality, increase availability and positively influence customer satisfaction.
 
The insurance company will also be able to improve and refine its processes by addressing the main objective of smoothing peaks and idle times in what can be seasonal business. The system will provide the company with automated shift bidding and time off management functionality.
 
These capabilities will enable Basler Versicherungen to save time and resources as staff contribute to their own schedules without impacting service levels, freeing managers to focus on coaching and other performance-related activities. Agents can then benefit from a higher degree of flexibility
 
Tele’Train will supply Basler Versicherungen with consultancy services prior to the implementation so that the company can maximize its investment and achieve the best possible results. 

The two organizations are also working on a gap analysis that will provide an understanding of current and intended practices and define an optimal process landscape. Through in-depth training to users, schedulers and team leaders will be able to use the new technology to its full extent.

“We were looking for a professional and scalable workforce management solution that would give us more flexibility and optimally cater for the requirements of both full and part-time employees,” commented Jürgen Quaas, Head of Customer Service for Basler Versicherungen, in a Thursday statement. “Our clients are used to a high standard of service, and the Verint Witness Actionable Solutions software coupled with Tele’Train’s services can help us meet and exceed customer expectations.”
 
“Scheduling the workforce in a modern contact center is getting more and more demanding,” explained Gerhard Wenzig, Managing Director at Tele’Train, in Thursday’s statement. “Scheduling itself is becoming more complex due to new parameters that must be accounted for and considered.  At the same time, it is vital for a company to have the ability to quickly react to external influences.  We are very pleased that we can support Basler Versicherungen based on our expertise in these areas.”

Workforce management solutions are readily available within the contact center industry, but not all companies understand how to determine their needs or maximize the software once it is in place.
 
Verint works well with its partners to ensure that an organization can first determine its needs, implement a solution, such as the Impact 360, and then properly train users to ensure that they are getting the full value out of the solution. As a result, the contact center can increase efficiency and improve overall performance.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Mae Kowalke


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