Saga show they care with
a little help from QMax

Download Saga's full case study

The challenge

The Saga contact centres serve the five major business operations and regularly handle call volumes of 750,000 every month. The contact centre responds to nine million calls a year using 2,500 agents. The agents are split into workgroups across hundreds of shifts and have been managed using a complex spreadsheet process.

Project outcomes

  • Reduced over-staffing by as much as 5%
  • Made considerable financial savings
  • Enhanced service levels
  • Seamless integration with internal systems
  • Enhanced staff productivity
  • Agent empowerment.

The right information, in the right place, at the right time

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The solution

It was identified that an automated workforce management solution would help better manage agents and speed up shift development and changes. Saga chose QMax to manage agent rotas across the workgroups, moving away from fixed to flexible shift patterns, to better accommodate both staff and customer time.

​The result

QMax has cut administration time significantly for Saga’s Team Leaders. They now benefit from consistent processes and one simple, integrated platform to make changes and keep information updated. Agent Desktop means agents can request holiday dates, and absences are automatically tracked and monitored.

“QMax helps us maintain our well-earned reputation
for delivering an exceptional customer experience.”

Download Saga's full case study

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