Networking technical supports around the globe at Logica CMG

3 years ago LogicaCMG operated a small 30 seat IT help desk, which has been transformed into a global service desk handling a 733% growth and blending off-shore and language skills with a core HQ centre in Bridgend. A central planning team using Witness workforce management and skill-based routing works alongside site managers developing a […]

Challenging the call workload at EDF Energy

In 2006 sales growth doubled, challenging the business to a new service strategy for supporting an enlarged customer base without just increasing FTE. Resource Management expanded its service by introducing new teams to challenge work processes and drive change, along side a fresh look at traditional areas of resource optimisation. With attrition down 5% and […]

Focus on Fundamentals at the AA

See how the AA contact centres delivered a £12 million cost challenge after being taken over by new owners, through a fresh look at the fundamentals of effective resourcing and a re-structure of the planning function, almost halved in size. initiatives such as cross-skilling, teleworking, split shifts, shrinkage re-alignment and performance management delivered efficiencies while […]

MyVista drives workforce buyin at Abtran

See how implementation of workforce management software spurred every member of staff to use their time more effectively – from agent to site director – with new ways of allocating holidays, reporting on performance, managing real time and giving live financial updates to key stakeholders. Abran set a consistent way of working from the start, […]

Confidently in control at Barclaycard Business

See how investment in the planning team and WFM systems achieved 9% productivity gains and supported improvements in employee survey results for 3 consecutive years. Initiatives included a new intra-day role on each site, agent desktop access to performace stats & schedules, better relationships with marketing and a co-ordinated approach to employee communication and buy-in […]

The FlexiLayer at Alliance Leicester

See how introducing flexi layer teams challenged thinking and drove new strategies into the contact centre culture, supporting a reduction in sickness and attrition at the same time as improving service with less FTE. To implement these changes, resource planning developed new MI, extracting data from the back office systems, to introduce performance disciplines more […]

Catalyst for Change at Southwark Council

See how a new Customer Service Centre became the catalyst for strategic change in the council, enabled by a CRM system and process mapping for over 3,500 subject areas. £9.5m annual efficiencies were delivered through centralising public contact in the service centre and one stop shops. Better management of suppliers reduced cost per repair by […]

Planning for Quality at Ingenico

You don’t have to be big to be effective. See how quality at Ingenico’s 54-seat helpdesk drove sales, was the catayst to discover the value of resource planning, when service levels plummeted following a huge surge in sales and innovative schedules achieved 75% voluntary take-up. This led to a renewed focus on quality with a […]

A Great Place to Work at Royal & Sun Alliance

The Great Place to Work (GPTW) programme involves local champions in finding out what colleagues want and making things happen. Building on success that had made them previous award winners, RSA’s 2006 initiatives included visible wins in the workplace environment, a salary uplift for high performers, flexible working, holiday buy-back and employee development programmes. Taken […]

Creating depth of service at Contact Kent

See how resource planning and skills development created a 200-seat contact centre which avoids the traditional stresses, but increased first contact resolution in one area from 63% to 95%. A workforce management system is used to forecast requirements and provides agents direct access to information about time-off and scheduled activities. Time banking, roster champions etc […]