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.
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.
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.