News : Rentalcars.com Uses Teleopti Technology to Support a Diverse Contact Centre Workforce
Stockholm, Sweden, Oct 4, 2016 -- Teleopti announced that the online car rental service Rentalcars.com is using the company’s strategic Workforce Management (WFM) technology to create efficient, flexible schedules for sales and customer service advisors to provide a round-the-clock multilingual service to customers in 169 countries.
Mark Simon, Resource Planning Manager at Rentalcars.com commented, "Before introducing Teleopti’s workforce management software, it could take four days of intensive manpower to schedule work for just 130 people and making changes was a clumsy, cumbersome process*. As our business grew, so did the number of advisors required to support our contact centre. The situation was compounded by the complexity involved in managing multiple multilingual workgroups plus a mix of full-time and part-time employees who are tasked with handling the usual seasonal peaks and troughs associated with our industry. The time had come to seek a more flexible, automated solution from a like-minded technology partner. After evaluating the marketplace, we found Teleopti offered the best package combining technical scalability with a dynamic attitude."
Nick Smith, UK Business Manager at Teleopti concluded, "Our technology offers fast-growing, dynamic organisations such as Rentalcars.com huge scope for flexibility and enormous capacity to grow as their business grows. Automation and the process-driven nature of our system encourage consistent ways of working, essential when operating a complex contact centre. As a result, Rentalcars.com has the confidence and ability to join together an impressive mix of operations, languages and cultures in a truly cohesive way to best manage the needs of their ever-changing international business. We look forward to working with Rentalcars.com as they continue to pursue their goal of delivering great value for money and great customer service."
Posted by Veronica Silva Cusi, news correspondent
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Teleopti is a global provider of workforce management (WFM) software, offering a WFM solution that is sophisticated, localised and easy to use. Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling. Founded in 1992, Swedish-established Teleopti has custo¬mers in over 80 countries, numerous offices around the world – from Beijing to São Paolo – and a comprehensive global network of partners.
Published: Thursday, October 6, 2016