Case Study Worldline

How using Agenses positively impacted Service Levels
LAUNCH: JAN 15 2018

Case Study

Worldline has been using the free Erlang C calculator that Agenses offers long before they started using Agenses Insights and Agenses Forecasting. They were using an Avaya Office IP telephone setup in their contact center. On top of this they were using a stack of tools that which included Avaya Office IP basic reporting, Agenses Erlang C Calculator, and Microsoft Excel for forecasting.

Agenses replaced these tools with one integrated solution which dramatically increased insights in the dynamics of it contact center and decreased time needed to create forecasts. If you think your contact center can also benefit from using Agenses we are happy to set up a free thirty day trial and help you get started!

The company had a high turnover in personel during a specific period. This included the manager being promoted to another function within the company. This all had impact on the service being offered to the customers.

Change in personel,

Old tools like Microsoft Excel were being used. To fulfil some tasks required manually copying and handling of data. This was very error prone.

Old Tools Being used,

Looking into when and what has caused a low SL took a lot of time and more than one tool.

Time,

Need for better results ordered by customer contacts and wishes upper management (no extra budget or change in employee contracts available)

Better service needed,

Request for Agenses Forecast PILOT user agreement. After using the free erlang c calculator for a while there was already a relationshop with Agenses. Learning about their new product we wanted to become a pilot customer.

Agenses,

Agenses Insights and Forecasting pilot started. Easy to import data, on our way to use within a week.

Pilot Started,

Daily check-in started and we did this for a month to get better insights into the dynamics and performance of our contact center.

Daily Check-In,

After a month of usage the system had enough data to make the first forecast. The process is so much easier and way faster. We can now create a forecast in 5 minutes.

First Forecast,

Timeline

  • The company had a high turnover in personnel. A new Manager Service Operation was brought in who was tasked with improving customer service.
  • Outdated tools like Microsoft Excel were being used. These required manually copying and handling of data. This was very error prone.
  • Analyzing the data to trace back what caused low service levels took a lot of time and viewing data in more than one tool.
  • Upper management demanded better results within current budget and without hiring more employees.
  • Agenses was selected as the supplier of the data analyzing and forecasting solution. The thirty day free trial period made it possible to try before committing.
  • The data export and import was created without technical interference of the IT department. (Using the phone system reporting feature.)
  • Daily Check-In was performed for a month to get better insights into the dynamics and performance of the contact center.
  • After a month of usage the system had enough data to make its first forecast. (To make forecast more precise we imported a few months of extra data.)

"Performing a daily check-in to Agenses helped us understand our contact center dynamics better. This better focus resulted in an increase of our service level from 81% to 90%."

Hylke van Someren, Manager Service Operations Worldine -

"Part of what we achieved using Agenses was a more stable occupancy rate of our agents. Mainly by scheduling more agents in busy hours and focusing on achieving service level goals in those periods. Service levels in slow hours was slightly reduced so no budget increase was needed."

Hulke van Someren, Manager Service Operations Worldine -

"Although average handling time is not an objective in itself for Worldline Agenses showed us that it does help to achieve service level goals. By focusing on handling time during busy hours a more stable service level has been reached. The average handling time was reduced by twenty-one seconds because of this focus."

Hylke van Someren, Manager Service Operations Worldine -

"Because Agenses imports the telephone data from our phone-system it is now very easy to create a Forecast. What used to cost me a days work each month now is reduced to having a more accurate forecast within 15 minutes."

Hylke Van Someren, Manager Service Operations Worldine -

Results

  • Service Level increased from 81 percent to 90 percent with the same amount of agent hours scheduled.
  • The occupancy rate became more stable due to better forecasting and less over-scheduling.
  • Due to focus more on average handling time in busy hours the capacity of the contact center increased.
  • Dramatically reduced time to create forecasts due to automatically importing data.

Official Launch: 15th January 2018

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