LONDON, June 20, 2012 /PRNewswire/ --
- Advanced Impact 360 WFM implementation supports roll out of flexible shift patterns, reduces team leader workloads and helps deliver 28 percent improvement in abandoned calls rate
Sabio, the specialist contact centre and unified communications systems integrator, has helped Thames Water extend its customer service capabilities with a best practice Workforce Management solution based on Verint's Impact 360 WFM software. The solution gives Thames Water a powerful mechanism for guiding the performance of its customer contact operations. Advanced features such as agent availability, agent adherence, multi-week scheduling and back-office integration will combine to support the organisation in delivering on key customer service goals as targeted by Ofwat's service incentive mechanism.
The project builds on Thames Water's earlier introduction of WFM across its specialist contact centre operations. Working with Sabio, Thames Water realised its vision of a centralised planning and forecasting hub across its front and back-office operations in Swindon. Through Sabio's expertise and the flexibility of the software, Thames Water has doubled agent planning and scheduling productivity by using its front-office team to manage resources across both the front- and back-office.
"Our initial planning and scheduling improvement returns contributed directly to annual savings of around £250,000, however we quickly became aware that there was a lot more we could do with our investment - particularly if we placed WFM right at the heart of our ongoing customer service improvement programme," commented Robert Tuck, Thames Water's Planning & Performance Manager. "A key goal for our next generation WFM project was to extend centralised planning benefits to other parts of our customer service operation, so we've extended WFM support to our new customer centre in Reading, as well as to other satellite sites and areas such as sewage and treatment.
"With Sabio we've refined our WFM deployment, securing further benefits in terms of schedule adherence and back-office adherence while also empowering agents with features such as structured holiday wait lists, annual leave availability and much greater adherence visibility," he continued.
Thames Water is the UK's largest water and sewerage company, serving 14 million customers across London and the Thames Valley. http://www.thameswater.co.uk.
Sabio is focused on delivering exceptional customer contact strategies and solutions based on best-of-breed Avaya, Nuance and Verint technologies. http://www.sabio.co.uk, http://twitter.com/sabiosense, Contact - Cheryl Billson, +44(0)7791-720460, firstname.lastname@example.org