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Case Studies : Contact 1-2-1

"As an outsource call centre provider, people and technology are our business. Without either of these properly in place, we don't have a business at all. GMT Planet™ is specifically designed to get people in the right place at the right time.

This solution is a strategic tool that supplies us with significant benefits today and will scale as our business continues to grow." Martin Bill, Joint Managing Director, Contact 1-2-1

The Situation:
Contact 1-2-1 provides a 24 hour, 7 day a week outsourced call centre operation for Australian companies. With 230 operational call centre seats in Adelaide, South Australia and Southport, Queensland, it offers a complete outsource solution for companies seeking to work with an external specialist call centre provider. Contact 1-2-1 provides a host of multi-media services including inbound and outbound phone, fax, email, mail and 2-way SMS across a range of services including customer service, telesales, telemarketing, surveys and back office work.

In the first two and a half years since the company started in November 2002, Contact 1-2-1 had grown from one employee to over 100 people. The time-consuming processes involved in rostering this number of staff and keeping track of their shift patterns was becoming increasingly complex. With growth and diversity in inbound call demand patterns for a number of different services and customers, Contact 1-2-1 wanted to improve its rostering processes to better predict and respond to this demand. Combine these issues with the multiple logistics behind payroll, billing, training and purchases for the growing number of staff, and it became clear that Contact 1-2-1 had outgrown its previously effective processes and tools for resource management.

With an aggressive corporate growth strategy in place, Contact-1-2-1 was keen to proactively combat any issues that would limit expansion. Consequently, it was important to not only find a workforce management solution that could bring together all the processes involved in managing staff shift patterns and the associated back office logistics, but also a tool that could grow with the organisation and easily accommodate potential challenges and opportunities over the next five years.

The Solution:
Following an extensive evaluation of the market, Contact 1-2-1 selected GMT Planet because it provided the best value-for-money solution, offering an easy-to-implement tool that could meet its needs now and in the foreseeable future, supported by a knowledgeable and professional sales and implementation team.

"GMT Planet has proven success in call centres across the globe," said Martin Bill, Joint Managing Director at Contact 1-2-1. "In addition to meeting our workforce management issues, we also wanted the ability to feed historical data from and interface with our Noble Systems PABX/Dialer. GMT's flexibility meant we could easily adapt this to fit our business in a cost-efficient, yet reliable way."

Bill continued, "The solution stood out because of its powerful and accurate forecasting options and its ability to roster staff based on availability, skills and proficiency. We are in the business of providing the right numbers of the right sort of people when our customers require them to be available. We have a responsibility to our staff to train them to meet these requirements and GMT Planet has enabled us to match these sometimes competing priorities relatively easily to ensure that we deliver the services and service levels our customers expect of us."

GMT was involved from the outset - from the initial discovery session, through pre-implementation and installation, to training staff. This involvement led to a realisation by the Contact 1-2-1 team that there was no situation in its business that could not be handled by GMT Planet. "Rather than work around the software, it became evident that we would not need to change our operations to suit GMT," said Bill. "That said, the suggestions and options provided to us by GMT enabled us to 'think outside the squares we had built' and use much of the functionality available in GMT to enhance our operations."

Although Contact 1-2-1's expectations were to purchase a workforce management tool, the GMT Planet solution is now a Human Resource Management tool, supporting the organisation's finance team through providing discernable information on payroll and customer billing. "Without these two factors in place – the ability to pay people correctly, as well as being able to be paid by our customers correctly – our business and its growth would have been limited by the processes in place to deal with these aspects," confirms Bill.

Since completing implementation in July 2005, Contact 1-2-1 has seen demonstrable return on investment in terms of reducing both human and operational time to complete activities such as rostering, managing payroll and improving accuracy of billing.

Forecasting and scheduling staff, including the time taken to manage changes to rosters has decreased by 80% since implementing GMT, while the accuracy and timeliness of this activity has increased by 20% due to the elimination of manual paper-based processes. Martin Bill estimates this has benefited the company by in excess of $40,000 pa in time alone.

He continues, "Similar figures exist in terms of improvements to management of payroll, with a decrease of 80% in time spent preparing and running payroll, while accuracy of information has improved by 20%. Considering the human and operational costs of both these aspects, this alone would justify the investment in GMT. In dollar terms, this represents a saving of $25,000. In addition, the ability to more accurately bill customers has resulted in $100,000 flowing straight into the net profit line."

GMT has also helped to support and simplify adding new and changing staff into its complete Human Resource Management tool. The resulting affects of this, in terms of hours as well as accuracy, is also substantial representing a saving of approximately $10,000 pa.

Bill concludes, "We have a true business partnership with GMT. Given the critical nature of the benefits that the GMT solution provides our business, it is heartening to have a key supplier that understands what we are trying to achieve, and who is more than capable and willing to offer us every available support and assistance in doing so."

About Contact 1-2-1:
Company LogoContact 1-2-1 is an Outsource Call Centre provider. Established in November 2002, it has 200 operational call centre seats. Contact 1-2-1 provides multi-media contact centre services across a range of service to a number of Australian and global organisations.
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About Verint:
Company LogoVerint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
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Today's Tip of the Day - Call-backs

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

Published: Monday, December 4, 2006

Printer Friendly Version Printer friendly version

2023 Buyers Guide Knowledge Management


Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.


Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.

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