Contact Center Transformation
The Contact Company Deploys Aspect's Workforce Optimization Software
The Contact Company (TCC), a U.K.-based contact center outsourcer recently announced that it has opted for Aspect (News - Alert) Software’s workforce optimization software to improve efficiency and productivity across 1,000 seats over two sites in Birkenhead.
With the help of Aspect Workforce Optimization, TCC hopes to be able to balance and optimize both productivity and employee satisfaction.
Officials explained that the implementation will also serve to enable healthy business growth in a controlled and sustainable fashion, through the automation various time-consuming tasks related to the scheduling and management of agents.
For example, employees will now have the choice to select preferred shift patterns while the management of leave and shift-swapping will be controlled through an automated rules-based process. As a result, instantaneous and accurate decisions for employees will be provided, and the burden on managers will be reduced.
Aspect’s workforce optimization services will not only provide TCC’s planning team with the optimal staffing schedule to meet forecasted contact volumes, but it will also give them the capability to adapt these schedules in real-time to changing conditions on the ground, such as absenteeism or unexpected spikes in volume.
In a statement, Asif Hamid, CEO at TCC, said, “The automation of the agent scheduling process, combined with graphical seat allocation and budgeting tools will ensure that our growth is financially controlled, while maximizing how we use buildings and infrastructure. With its superior proposition to support sustainable business growth, open platform flexibility, and of course its WFM market position, Aspect was the ideal choice for us.”
Mark King, senior vice president, Europe and Africa, at Aspect, added, “We are excited to be working with Asif and TCC to achieve their ambitious growth plans and clear vision for the future.”
Edited by Blaise McNamee