TSC - Teleopti CCC Case Study
TSC is one of the UK’s leading outsourcing contact centres. The company was established in 1994 with a vision to provide best in class contact centre solutions to leading companies in the UK. They have over 2,000 customer contact specialists based in 6 locations throughout Scotland.
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Telenor - Teleopti CCC Case Study
With operations in 28 countries, Telenor runs one the largest mobile network in the world. Telenor also has more than 1.2 million Swedish subscribers and 1,400 employees nationwide.Ever since 1999, Telenor has relied on Teleopti CCC for forecasting and statistical analysis.
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MyTravel - Teleopti CCC Case Study
The Swedish part of the travel conglomerate MyTravel has several strong brands. Ving, Always, Spies, Trivselresor, Globetrotter and Bridge. There are about 200 people working with direct sales for these travel companies, in 44 shops in some 30 cities, and at a contact centre in Fränsta.
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BGC - Teleopti CCC Case Study
More even workloads for the company’s customer service agents, better long term planning and an improved position in the Bright Index: these are just some of the many positive results achieved by BGC thanks to Teleopti’s workforce management solution.
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Allianz - Teleopti CCC Case Study
One of the UK’s largest insurance companies, Allianz, has revamped the contact centre at their pet insurance division by investing in Teleopti CCC. The contact centre – which handles more than 1.1m calls a year and has over 100 agents – now delivers an even better service to customers and have increased employee satisfaction.
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Professional Planning Forum article - True Demand for workforce management, how to calculate it and its business benefits
It doesn't matter how you forecast future call volumes for scheduling purposes, it's likely that you are going to start with some historical data that indicates how many people have contacted you previously, and when they did this. For most this means turning to the 'Calls Received' information from their ACD (or contact routing framework like Cisco or Genesys). But, 'Calls Received' for scheduling purposes does have its limitations. This article covers one of these limit
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Vodafone's strategic MI investment - QPC MIG Case Study
Understand how a strategic new infrastructure for management information is generating a new level of insight about the customer’s journey through Vodafone’s 19 contact centre operations.
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European fixed line, broadband and IPTV provider - QPC MIG and Reveal reporting Case Study
Using QPC’s MIG, a global telecommunications company was able to find the cause of major problems within their call routing infrastructure, problems that were creating both significant customer dissatisfaction and unnecessary operational costs
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North American residential and business telecomms - QPC MIG WFM Integration Case Study
Using QPC’s MIG, a leading North American telecommunications company was able to overcome the reporting limitations of their Cisco contact routing framework and successfully implement IEX TotalView workforce management to reduce costs and improve service
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European bank - asset finance division - QPC MIG and Reveal reporting Case Study
With better management information one of Europe’s largest banks was able to identify the scale of their call transfer problem, locate what was causing this and discover how some of their agents were avoiding calls
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Bedfordshire Council - QPC MIG Case Study
Bedfordshire County Council optimised costs and service levels with accurate data for their workforce management system from a Cisco contact routing platform
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International Telco - QPC Integration Layer Case Study
A major international mobile and broadband supplier saved 2 administrative FTE and improved data accuracy by integrating their quality monitoring systems with their performance management solution using a QPC Integration Layer
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Edexcel - QPC Séntrel LMS
Edexcel’s BTEC Career Path for contact centres is available to thousands of learners across the globe thanks to a hosted and managed LMS that was quick, easy and cost effective
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Omnifone - QPC Séntrel LMS
Omnifone is able to train thousands of learners in many languages across the globe on its MusicStation service with a complete solution that was quick, easy and cost effective for them.
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HBOS - QPC IEX TotalView Case Study
HBOS plc implemented a sophisticated workforce management methodology that includes centralised multi-site, multi-skill and multi-channel planning for nine contact centres where agent time is shared between inbound and revenue-generating outbound activity.
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Vodafone Singlepoint - QPC IEX TotalView Case Study
Singlepoint replaced their existing workforce management solution with IEX TotalView and saw an exceptional return on investment because of the advanced functionality that matched their business needs
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Barclays - QPC IEX TotalView Case Study
Barclays Bank plc takes its workforce planning to a new level of sophistication by using the IEX® TotalView® Workforce Management system to support not just individual schedule bidding but aggregated team-based schedule bids
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Vertex - QPC IEX TotalView Case Study
Vertex’s challenge was to improve customer service levels and increase call handling capacity for 2500 agents across seven sites
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HBOS - QPC Professional Planning Forum Case Study
How work-life balance made HBOS 'a great place to work and a great place to call'.
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HBOS General Insurance - QPC Results Case Study
Halifax was able to rapidly improve sales using a training and development programme designed to encourage ‘sales through service’ on 3 product lines
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Dell Computer Corporation - QPC Consulting Case Study
Implementation of a new multi-tier customer support operation for the EMEA
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Xerox - QPC Consulting Case Study
Creation of Xerox’s Telebusiness and web channel within the EMEA
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Abtran - QPC IEX TotalView Case Study
Abtran halved sickness, reduced attrition by 80% and improved service levels using a hosted IEX TotalView solution that matched their requirements for fast implementation and business flexibility.
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Vodafone - QPC IEX TotalView Case Study
With TotalView from QPC, Vodafone is now able to manage their in-house and outsource resources together, substantially reducing costs whilst improving service
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Barclaycard Business - QPC IEX TotalView Case Study
Changing resource planning processes and technology enabled Barclaycard Business to reduce its contact centre operating costs by 9% whilst improving service and employee satisfaction
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