NCP’s contact centre was one part a new customer service strategy. They started by using spreadsheets to plan agent rotas but soon realised the restrictions. NCP had little visibility about how shifts affected the contact centre over a week, month or quarter.
This led to difficulty in accurately planning agent schedules into the future and which impacted on operational budgets as well as agent morale. So they looked for a solution.
NCP chose Netcall’s QMax workforce optimisation solution. After implementing, they soon found that they had a huge volume of holidays left at the end of the year.
Management teams were able to reduce the amount of time spent on payroll activities by 90% and could now allocate 15% of the working week to team meetings and coaching sessions, helping to deliver continuous learning for its employees.
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