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Opening hours vary, depending on the site, but GECFA contact centers are generally operational from 7 a.m. until midnight, 7 days a week. On average, the centers receive 7 million calls per year in addition to 300,000 faxes and 1.2 million applications via their Web-based system called e-Class.

The Challenge

Following GE’s acquisition of AGC, it was determined that substantial efficiencies could be achieved in the area of workforce management. The legacy system, one of the top three workforce management systems on the market, was deemed incapable of meeting GECFA’s requirements.

This resulted in GE doing a thorough evaluation of a number of workforce management solutions before choosing the IEX® TotalView® Workforce Management system. In the year since installation, GECFA has realized significant cost savings as well as improved accuracy of forecasts and rosters.

The functionality TotalView provides has led to a greater appreciation among all levels of the business about the value of a defined workforce management process.

The GECFA’s contact center for Cards, implemented Skill Scheduling to cope with the seven different skills and complexities of the area. The system also boosted confidence in forecasting the skills required to cope with different campaigns and agent knowledge.

The flexibility of TotalView was highlighted, when Coles Myer launched their Source Mastercard. GECFA was able to proactively introduce this product line with an understanding of the number of people required to handle the influx of calls. An additional 300 temporary agents were scheduled using TotalView to achieve GECFA’s targets.

Real Benefits that can be measured …and seen

TotalView’s Real Time Adherence module has been credited with providing one of the biggest benefits for the organization. Adherence has improved by 30 percent since installation of TotalView to 95 percent. Monthly reports are sent to senior managers so that they can maintain visibility into the centers’ performance.

The availability of intraday tools to view center performance and manage agent schedules is another of the top benefits GECFA has identified in using TotalView.

At a glance, managers can get a clear picture of how the center has performed so far and see the outlook for the rest of the day. The visual representation of agent schedules, including off phone activities, gives managers the ability to make informed decisions about whether or not to take staff away from scheduled activity.

Back office activities are also scheduled using TotalView, with a target service level, of all faxes being answered within 30 minutes.

Agent WebStation has proved to be a huge success with managers and agents alike. Agents are now able to view their schedules and swap shifts, which has resulted in decreased sick leave and improved morale.

Users can customize their screens by setting their own meeting messages, creating a more personalized interaction with TotalView. WebStation has also empowered Team Leaders to manage schedules and intraday activities, allowing them to use their time more efficiently.

The workforce management team is able to utilize the ‘What if’ functionality of TotalView prior to implementing a change in the length of paid breaks, to model and report the impact of this change to key stakeholders. The increase in the paid break allowance has now been implemented, and the cost of the extended breaks has more than been absorbed through improved adherence to schedule.

GECFA has reaped the benefits of TotalView in a short period of time and they have only just scratched the surface of the functionality available in this solution.

“IEX TotalView has delivered all the benefits we planned it would. It was great to have a Workforce Management tool live up to expectations and deliver real savings to our business,” said Stuart Beaumont, planning & resource management leader for GECFA.

<Sidebar A> By replacing its existing workforce management solution, GE Consumer Finance significantly reduced costs while improving performance.

Benefits:

• Significant Cost Savings
• Improved Forecasting Accuracy
• Raised Schedule Adherence 30 Percent
• Decreased Sick Leave
• Boosted Employee Morale
• More Efficient Staff Utilization

“TotalView has delivered all the benefits we planned it would. It was great to have a workforce management tool live up to expectations and deliver real savings to our business.” -- GECFA