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From planning and establishing goals, to scheduling and deploying the appropriate staff, and from leveraging scorecards and performance metrics, to developing and fine-tuning skills and proficiencies, the software helps reduce costs by staffing appropriately to meet workload and improve service — scheduling the right agents with the right skills at the right time.

Basler Versicherungen will use Impact 360 Workforce Management to automate and more accurately forecast call volumes and schedule accordingly to meet demand. The solution will help verify the number of agents and use intra-day management to adjust schedules and staffing as necessary. In turn, this can help the organization provide higher service quality, increase availability and positively influence customer satisfaction.

The solution also can help the insurance company improve and refine its processes, addressing the main objective of smoothing peaks and idle times in what can be a seasonal business. Additionally, the system will provide the company with automated shift bidding and time off management functionality. With these capabilities, Basler Versicherungen can save time and resources as staff contribute to their own schedules without impacting service levels, freeing managers to focus on coaching and other performance-related activities. As a result, agents can benefit from a higher degree of flexibility. For instance, they can swap shifts online without having to submit requests to team leaders — all based on custom business rules preliminary defined by Basler Versicherungen.

Tele’Train is supplying Basler Versicherungen with consultancy services prior to the implementation to help the company maximize its investment and achieve the best possible results. Together with Basler Versicherungen, Tele’Train also is working on a gap analysis, providing an understanding of current and intended practices, and defining an optimal process landscape. In order to help schedulers and team leaders use the new technology to its full extent, it also is delivering in-depth training to the users.

“We were looking for a professional and scalable workforce management solution that would give us more flexibility and optimally cater for the requirements of both full and part-time employees,” comments Jürgen Quaas, Head of Customer Service for Basler Versicherungen. “Our clients are used to a high standard of service, and the Verint Witness Actionable Solutions software coupled with Tele’Train’s services can help us meet and exceed customer expectations.”

“Scheduling the workforce in a modern contact center is getting more and more demanding,” explains Gerhard Wenzig, Managing Director at Tele’Train. “Scheduling itself is becoming more complex due to new parameters that must be accounted for and considered. At the same time, it is vital for a company to have the ability to quickly react to external influences. We are very pleased that we can support Basler Versicherungen based on our expertise in these areas.”