Summary

As the industry evolves, this leading financial services company has a commitment to prepare its workforce for the future. Their focus on continuous learning is critical for equipping agents for success. When agents thrive, they provide great service to customers and properly represent their brand.

Challenge

The company leverages innovation in all areas of the business, and the contact center is no exception. In 2017, the company started its call center workforce automation journey to uphold their promise to ongoing development—not an easy task within the constantly changing environment. A well-planned day can quickly become unraveled by any unexpected event. To compensate, scheduled activities like training and coaching are often canceled to meet service-level requirements.

Snapshot

Industry: Financial Services

CHALLENGES

• Call volume disrupted training and coaching sessions

• Manual processes resulted in sporadic idle time

The company partnered with Intradiem to deploy automation to transform contact center operations. Contact center automation identifies agent idle time and proposes alternate activities, including training, coaching, and other offline activities.

The solution automatically adjusts schedules and returns agents to the active state as demand returns. It also monitors and adjusts employee call state based on business rules, moving sales or service resources between inbound and outbound activities, and provides real-time alerts tied to individual performance.

Approach

By 2020, the company had reported much success with Intadiem’s patented contact center automation platform—including a projected $3 Million in savings by the end of 2020, and several J.D. Power awards related to customer service.

When the world experienced a global pandemic, the company was well-positioned to handle the shift to a fully remote workforce. They already had 20-30% of agents working remotely. And call center automation served as an essential part of the infrastructure to continue operating efficiently in this new environment.

“The benefits to our culture were immediate—we were able to deliver eight thousand training sessions and harvest two thousand eight hundred training hours in the first three months. This normally would have required extensive off-phone time and additional full-time employees to achieve the same results.”

– VP, Global Head of Workforce Planning & Resource Optimization