News : CEGA Group gains time and cost savings using Teleopti WFM for smarter contact center scheduling
Teleopti announced that CEGA Group, a provider of medical and security assistance, travel risk, medical screening and claims management services, has deployed the company’s strategic Workforce Management (WFM) technology to introduce scheduling for contact center agents and to support a growing international business.
Global business expansion and changes in the travel risk landscape prompted CEGA Group to replace its original manual system with a fully automated solution.
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Steve Marshall, Head of Claims & MRA, CEGA Group commented, "We were impressed by the user-friendliness and look and feel of the Teleopti system. We also received strong recommendations from our insurance partners and the fact that Teleopti as an organisation is solely dedicated to WFM, helped to clinch the deal. Since using Teleopti, we have noticed improvements on many levels. The ease of rostering and forecasting is outstanding. It is also a powerful value proposition when talking to clients and prospects, giving them the confidence that we can forecast call volumes accurately and use agent time efficiently and cost-effectively. Our service level agreements (SLAs) are now more stable and our call abandonment rates have halved."
Nick Smith, UK & Ireland business manager at Teleopti concluded, "Our WFM technology offers fast growth organisations such as CEGA the opportunity to create high-performing contact centres staffed with highly motivated agents. Automation and real-time capabilities support smarter forecasting, yield tangible time and cost savings and help drive meaningful service improvements which means an improved employee and customer experience."
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Published: Wednesday, February 21, 2018
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