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Challenge

Spanish banking company with presence all over the world, mainly in Europe and Latin America chooses to implement as a tool for managing your Contact Center Workforce Management tool.
  • Modernisation management system interactions within the Contact Center.
  • Increased levels of productivity and improvement in processes and response times
  • Obtaining values of average below the existing call time.
  • Channeling interactions based on needs and increased expertise of Contact Center agents.
Project

Modernisation of the interaction system within the contact center.

Client

Large banking company

WHAT WE DO

An improvement of the interactions with the Workforce Management implementation.

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Developed solution

  • Implementing Workforce Management tool and definition of management processes.
  • Obtaining values of global interactions Forecast and distribution by geographic area
  • Definition of planning processes oriented to the needs and activities of the Contact Center.

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Results obtained

  • Improvements in productivity levels per service.
  • Increased service levels and managing interactions.
  • Greater flexibility in handling planning on agent groups.
  • Values more appropriate and adjusted to the different areas of activity forecast.

Improvement in agent productivity

30%%

Savings related to interaction optimization

35%%

Reduction of lost interactions

25%%