Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Case Studies : arvato services group

Background and Challenges
arvato’s Muenster site opened in the year 2000. Its core business is handling customer service and technical support calls on behalf of various companies; in addition, it accepts sales orders and manages campaigns. Over 500 agents answer customer queries during arvato’s business hours, which include weekends and late evenings. At peak times, all 350 desks in the center are occupied. arvato Muenster is a multilingual operation: agents deal with customers in 18 languages. On average, approximately 10,000 inbound calls are answered each day and call handling accounts for about 95% of agents’ work. The remaining time is devoted to outbound calls and handling e-mails and faxes. The average handling time (AHT) for inbound calls is about 8 minutes. Since the fall of 2006, agents in the telecommunications and IT business unit have been focused mainly on technical support for a specific entertainment system. This is a seasonal business with peaks during the Christmas period and when new games are released. Scheduling of agents needs to take this seasonality into account.

For many years, the workforce, 30% of which is part-time and 70% full-time staff, was scheduled using a spreadsheet tool which was developed in-house. However, the planners on the Muenster site are now responsible for scheduling not only their own staff but also those at arvato sites in Tallinn (Estonia), Gurgaon (India), Casablanca (Morocco), Buenos Aires (Argentina), Malmö (Sweden), and Venlo (Netherlands). The fast growth of arvato sites and the increasing complexity meant that the spreadsheet tool increasingly failed to support the business and also consumed an unacceptable amount of planning time.

Hence, arvato services required a tool which is capable of handling the long business hours, the volatile volume of inbound calls, and the challenge of scheduling agents according to their various language skills. The coordination of the in-house carpooling agency and observing the legal requirements in each of countries where arvato is active added to the complexity.

Solution
Having proven its functionality and reliability at the Wilhelmshaven and Guetersloh sites, InVision Enterprise WFM (iWFM) naturally gained top ranking in the shortlist of possible solutions for Muenster. During arvato´s analysis of available workforce management systems when these two sites had to pick a solution, iWFM had excelled by its comprehensive functionality. Despite its complexity and broad range of scheduling functions, the software provides a convenient user interface and intuitive operating processes. Moreover, company-specific scripts can easily be integrated and the solution’s own Software Development Kit gives arvato the control to respond to specific requirements at will. The solution’s quality is matched by the quality of InVision’s Professional Services: project management, consulting, and technical support.

Within two months, iWFM was implemented at the Muenster site, including training of planners and supervisors. A crucial aspect of the implementation was to ensure that iWFM generates shifts which comply with the works council agreement regarding working hours and shift conditions in Muenster.

 

Implementation
The first live schedules were successfully created soon after implementation was completed. The staffing requirement calculation takes into account the following data: The number of calls per day and week as recorded in the past year, the total number of calls throughout the past four weeks and factors provided by the customer such as the release of a new game changes in price. Scheduling is done using a 30-minute-interval structure and shift duration varies between 4 and 9 hours. Using AutoScheduler, a central module of InVision’s solution, planners can create requirement-driven and optimized schedules at the push of a button while meeting all scheduling constraints. This is possible because AutoScheduler handles the entire scheduling and optimization process in a single step, starting from the long-term assignment of working hours per day all the way to defining individual activities to be performed within the course of a day. In the middle of each month, employees are given their schedules for the following month. The AdherenceMonitor real-time adherence feature is used to monitor and manage staff deviation from schedule in real time. iWFM also enables the planner to get instant feedback on sick leave levels and other critical data, e.g. calls per week or per language, all from one system.

Results
Efficiency has improved by 15 to 20% compared to the previous solution. These savings arise in a number of ways. Periods of staff under-utilization were significantly reduced and productivity increased. The time taken for staff planning, previously excessive, dropped significantly: Where 5 planners used to take a week to schedule the staff of one site, the same number of planners now completes the scheduling for all 7 sites in the same amount of time. iWFM will continue to add value by virtue of its open, stable, and scalable technology.

The fact that InVision Enterprise WFM supports multi-site scheduling and is capable of mapping virtual structures is a special benefit that lends itself to the multiple-site challenge faced by the arvato service center of Muenster: Here, the scheduling of the Muenster agents as well as the staff of 6 other sites, some of them overseas, is handled. Initially, a virtual staff requirement for all sites is determined; then the planners in Muenster conduct scheduling centrally for all sites, while taking into account local constraints such as local labor laws. Schedules are completed, in keeping with each site’s scheduling rules, and then automatically checked for consistency with local guidelines. These rules and guidelines can include laws, contract or union provisions down to individual agreements with sites and employees. This scheduling procedure has run smoothly ever since implementation.

Employees have also welcomed the migration and respond positively to a system that takes into account their needs. The Infothek Interactive Schedule module provides employees with the opportunity to swap shifts in an automated, paper-free process and to get at-a-glance information on their current schedules and upcoming changeovers to other activities.

Outlook
Having successfully implemented InVision Enterprise WFM, arvato services is now planning to take advantage of it for more projects handled at the Muenster site apart from technical support for the entertainment system. Furthermore, scheduling-related analysis and monitoring is to play a more important part. The software automatically records deviations from the schedule in real time. This enables the Muenster site to guarantee efficient staff deployment at all times.

 

Customer Quote: Ralf Voigt, Director Staff Planning Team, arvato services at Muenster site

"By using the workforce management solution InVision Enterprise WFM, we are now in a position where we can achieve optimal requirement coverage across our internationally dispersed sites while improving our efficiency by 15 to 20 pecent thanks to automated optimized scheduling."

 

 


About injixo Ltd:
Company LogoCloud Based Workforce Management Software
  Company Blog   Company RSS Feed   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Make Self Service A Breeze

Read today's tip or listen to it on podcast.

Published: Tuesday, February 24, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =