Radian saves time and money using QMax
in their rapidly growing call centre

Read Radian's full case study

The challenge

Radian provides affordable housing to around 18,000 households. The contact centre grew from 15 to 35 agents handling 22,500 calls per month. The paper based system used to schedule staff resource became unmanageable as call volumes and staff numbers grew. An organisational restructure resulted in the consolidation of three separate sites into one.

Project outcomes

  • Centralised contact centre activities
  • Efficient scheduling and allocation of resources
  • Visibility of recruitment gaps
  • Improved productivity, management time savings
  • Greater use of part-time staff saves money
  • Forward planning for holiday cover.

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The solution

Radian uses QMax workforce management to manage the rotas of all contact centre agents, split 50/50 between full-time and part-time staff. They can now identify peaks and troughs and allocate resources intelligently by using part-time staff rather than hiring additional full-time staff. They can see when overstaffing occurs.

The result

Increased operational efficiency plus time and cost savings, together with accelerated scheduling processes. Better planning means resources are deployed appropriately, and spare time proactively diverted to other activities. Radian gained significant financial savings simply by hiring part-time staff rather than replacing full-timers with other full-time employees.

“QMax has given us the confidence to manage our resources properly.”

Download Radian's full case study

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