Contact Center Solutions Featured Article

UK-based Insurance provider, FirstAssist Insurance Services Limited, has selected Datapulse and Teleopti to help improve its customer service and staff scheduling processes at its inbound call center.


Datapulse is a telecommunications solutions provider and a developer of communications applications. The company provides a wide range of Nortel Certified Compatible Products for companies around the world.

 

After realizing an increase in business opportunities from new business partners, FirstAssist’s main call center in Plymouth expanded from 30 to 120 agents and had to cope with an increase in call volume. As the call center had out-grown the existing spread-sheet based process for scheduling staff for meeting demands it needed a more robust and also a flexible system to handle the workflow management requirements.

Workforce management software vendor Teleopti has helped FirstAssist to realize immediate improvements in the clarity and control of its staff using its CCC resource planning and workforce management solution.

According to Stuart Legg, sales director at Datapulse, “Teleopti CCC is the ideal tool to help FirstAssist to accurately budget resources and to plan for future requirements. The system brings more effective forecasting, scheduling and analysis, leading to higher levels of service, satisfied customers and employees, but also great cost savings.”

Teleopti CCC uses historical ACD data with in-built intelligence to accurately predict seasonal variations and to analyze trends. The system keeps track of agents’ skills and makes sure that right skilled agents are available at the right time. This enabled the company to reduce staffing requirements as well as maintain the high quality of service expected by customers.

 

FirstAssist said that it can now publish the work schedules for its call center workers along with details of agent activity and accurate intraday forecasts using the Teleopti solution. The work schedules are put up four weeks in advance on the intranet facilitating staff and management to plan holidays, training sessions and other off-line activity.

 

 “The immediate effect of implementing Teleopti CCC was the considerable savings in time and resources. It used to take over half a day to create the schedules manually, and we would tweak them each week to try and improve service levels. With Teleopti CCC this process takes less than 20 minutes so we can spend more time looking for trends and future planning rather than fire fighting,” Richard Warne, operations manager at FirstAssist said.