Support Services Group has successfully deployed real-time, cloud-based Teleopti Workforce Management (WFM) technology to schedule over 300 agents across five locations and four time zones in the USA and Domincan Republic.
The company claims that since deployment of Telepti WFM Cloud solution Support Services Group productivity has increased by 5%. Agent idle time and over staffing issues have also been reduced, along with the number of hours required to support different customer programs and meet client service levels.
“We were looking for a strong WFM business partner to align with our rapid growth and future goals,” said Bryan Gross, President at Support services Group.
“Teleopti provides a robust yet flexible WFM solution – the perfect fit to help facilitate our fast expansion plans. From the initial product demonstration it was clear the people at Teleopti are passionate about the product plus the simplicity and intuitiveness of the software made it an easy decision, “ added Gross.
Support Services Group relies on Teleopti WFM Cloud to build 12 different schedules for over 300 agents and add new skills, agents and clients quickly and efficiently. Supervisors simply click on a button to access all the information they need to support their clients and manage their teams effectively. At the same time, agents access the MyTime app on their mobile devices to get real-time updates of their schedules, check breaks and lunches, ask for time off or trade shifts.
Teleopti’s Intraday Management and Real-Time Adherence modules have yielded the greatest benefits. Linked directly to Support Services Group’s automated call distributor (ACD) system, they provide an accurate, real-time view of agent and overall contact centre activity, enabling managers to track schedules against forecasts and make quick and meaningful adjustments to meet agreed client service levels and increase customer satisfaction.
Kimberley MacKinnon, VP Workforce Management at Support Services Group, said: “Scaling our large and complex contact centre operations quickly through efficient schedules that maximise agent skills is a critical success factor. The ease of use and advanced reporting capabilities of Teleopti’s cloud-based solution appealed to us and convinced us Teleopti was the right technology partner to support the diversity of our ever-expanding business.”
David Pahlman, President of Teleopti North America, said: “Our fully automated, flexible cloud WFM technology enables organisations such as Support Services Group to provide their customers with excellent service while quickly meeting the demands of business growth.
“This, paired with Teleopti’s consultative implementation approach, means we are able to deliver an optimised platform to best suit our clients’ needs and future goals. We look forward to our continued partnership with Support Services Group.”