Work Force Optimization Solution

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Work Force Optimization Solution

Work Force Optimization Solution

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About the Client:

Frontier Communication is a leading telecommunications Company having Call centers scattered across United States, with more than 2.3 million residential and business customers. It employs about 17,000 employees throughout country, 950 of whom are deployed as customer service technicians.

Business Need:

Client had no tool for Forecasting, scheduling and Tracking their agents and had no service level agreements (SLAs) for agents to follow. The client’s planning team used Excel for workforce scheduling and shift patterns were fixed regardless of fluctuating inbound volume. It turned out that the staff planning was a time-consuming and a labor-intensive task. It became clear that an alternative method of shift management – that also included accurate forecasting, scheduling capability, flexible rotations with adequate coverage and holiday management – was required.

Our Solution:

MITS implemented the Contact Center WFM solutions:

Client decided to revamp call center processes using a workforce management (WFM) tool and approached MITS. MITS implemented WFM to support the entire WFM cycle, which includes forecasting, scheduling, daily management, holiday processing and real-time reporting. The company improved customer satisfaction with more access and consistent service, made scheduling of agents and agent monitoring more efficient, and improved the overall resilience of the call center by allowing calls to be redirected if one site was unavailable

Benefits of the solution:

  • Increased time and cost efficiencies – A 5% increase in customer service levels and a 20% reduction in headcount using WFM.
  • Continuously updated forecasting capability and real-time reporting – Daily real-time reports for staffing and call volumes.
  • Improved agent participation in the planning process – Agents more proactive through schedule viewing and holiday requests.
  • Improved Customer Service and satisfaction

Engagement Duration
7 months – (May’15 – Dec ’15)

Number of resources deployed
10 (Onsite-2 & Offshore-8)

Engagement Model:
Fixed Bid

Execution Model
Onsite-Offshore
Onsite locations – Bangalore, US

 Technologies Used:

  • Genesys WFM 8.1
  • IBM WebSphere Application Server
  • Oracle ODAC 11g 64-bit
  • JAVA SDK
  • Tomcat
  • Web Service