After an appraisal of existing contact centre infrastructure, Maintel proposed a workforce optimisation project based on the Avaya Workforce Management platform.
With WFM in place, Endsleigh would be able to improve customer experience while getting maximum value out of contact centre resources. This would include capabilities to automate staff scheduling and holiday booking, provide real-time monitoring of service levels and agent performance and better align resources when needed.
Most crucially, it would lay the groundwork for Endsleigh to become a multichannel service organisation.
“Maintel defined a roadmap to make the multichannel capability come alive. We knew that this would take time and effort and require the whole of the business to be behind it every step of the way. Maintel showed us exactly how to get there.”
£1.3m in operational savings through better resource allocation: Endsleigh is able to better align the right amount of people to the right place, at the right time, in the most cost-efficient way possible. Forecasting is now highly accurate, with less than 5% deviation.
Additional revenue growth: operational savings have been reinvested into the business to fund new revenue-generating activities.
Secured business support for change management projects: Maintel’s diligence to demonstrate value has helped IT make a business case for continuous improvement and change management.
Improved processes, which improve staff retention and morale: significant improvements in resource planning have improved the distribution of agent workloads, ensured better use of skills and reduced the number of requests for last minute overtime.
Together with improvements to the holiday bookings procedure, Endlseigh has seen significant improvements in colleague turnover.