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Incorporated in 1977, Emirates Bank has constantly strived to offer cutting-edge corporate and retail services and products through investments in technology and a commitment to excellence in service. In just two decades, it has emerged as one of the foremost financial institutions in the Middle East, endeavoring to meet tomorrow's needs today.
The bank has as an outsourced Contact Center, BUZZ, in Dubai. BUZZ agents take care of customer service, telemarketing, lead generation, technical support, market research and surveys, sales, procedures, collections and recovery, and transactions processing.
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| The Challenge |
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With its commitment to service excellence, BUZZ had invested in self-service and workforce optimization/management software.
This assignment was to analyze and assess existing customer interaction routing and workforce scheduling practices, mine for complex interlinks between a set of variables (routing operations, number of splits, workforce skills, workforce groupings, shift patterns), and arrive at recommendations to improve schedule accuracy resulting in substantial savings.
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| The Solution |
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| Servion's Workforce Optimization consulting service assesses existing customer interaction routing and workforce scheduling practices, mines for complex interlinks between a set of variables (routing operations, number of splits, workforce skills, workforce groupings, shift patterns), and arrives at recommendations to improve schedule accuracy resulting in substantial savings.
Servion's Workforce Optimization Service is
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An assessment of existing customer interaction routing and workforce scheduling practices |
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An analytical procedure, which identifies complex interlinks between workforce skills and splits in the ACD; shift patterns and their impact on capacity; historical workload and its influences on future workload; and staff hiring and attrition patterns and their impact on capacity |
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Comprehensive, as it looks at workforce optimization from a 360 degree view point |
The Workforce Optimization Service comprises three simple steps - assessment, analysis, and recommendations.
Assessment: This begins with a comprehensive understanding of the Call Center's business objectives, service parameters, resources, and infrastructure. Time is spent with IT, operations, and business teams to make the learning effective. A comprehensive set of data is also collected from the reporting systems to validate our understanding.
Analysis: This process entails a two-level analysis of the findings from the assessment phase. Level A analysis helps to put a prima facie 'systems model' of the Contact Center in place. The Level B analysis gathers further data and observations. It provides for a further refined 'systems model'.
Recommendations: The various alternative routing strategies and schedules, the savings and gains to be made with them, and their implementation difficulties are weighed and a set that is of maximum value to the client is provided.
Servion employed a unique 360 degree approach to understanding issues that involved:
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Consulting planning |
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Operational assessment and analysis |
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WFM software reconfiguration |
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End-user training |
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WFM software remodeling |
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WFM software application consulting |
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Return on Investments; if recommendations were implemented |
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Conducting a Workforce Management workshop |
The objectives were to:
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Enhance workforce productivity further by 20 percent through efficient and effective resource planning |
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Enable BUZZ to build and interpret accurate call workload forecasts, workforce schedules, and headcount requirements |
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Establish a usage plan and supporting business processes |
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Provide best practices expertise for Workforce Management to ensure productivity enhancement |
Data was gathered and analyzed and recommendations were made.
Some Recommendations Made
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Consolidate/redesign split/skill and campaign definition (Agent Bucket Group) |
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Configure ACD based on the proposed consolidation structure |
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Forecast and manage schedule adherence |
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Remove forecasted and actual service level difference |
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Calculate daily shrinkage in the Contact Center |
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Measure and improve schedule efficiency |
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Check maximum occupancy that can be achieved for each campaign |
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Check overstaffing and understaffing areas and derive schedule efficiency for each campaign |
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| The Result |
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Post implementation of the recommendations, the center is able to measure workforce productivity. Its changed processes and policies ensure that cost per transaction and revenue per transaction for each campaign are controlled for sustaining business growth. BUZZ is also able to create various workforce productivity enhancement models and implement one of them, thereby reducing cost of operation.
Says Tarun Gulati, Call Center Head, "Balancing agent costs while providing outstanding service is tough. As a result of Servion's Workforce Optimization service, the center's workforce productivity has increased and operational costs have decreased. The appropriate performance measures are in place and service delivery has become more consistent. Given our experience, Servion would be the consultant of choice for future projects."
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