AT A GLANCE:
COMPANY: Zen Internet
INDUSTRY: Internet Provider
PRODUCTS USED: Calabrio Teleopti WFM
Zen wanted to find a solution that would make it easy for agents to easily check shifts, request shift changes, book annual leave (and get an instant response) and generally give them the flexibility to organise their lives outside of the office around their work commitments.
Calabrio Teleopti WFM has proved particularly popular with the staff as they feel they are more in control of planning their lives outside of the office.
Calabrio Teleopti WFM supports Zen growth strategy and helps streamline their business
CASE STUDY: Zen Internet
Zen were looking for a system that would support their growth strategy and help streamline the business.
Zen were looking for a system that would support their growth strategy and help streamline the business. They were using a number of Excel spreadsheets to plan, schedule and forecast staff which was time consuming and complicated. There were inefficiencies which were having an impact on the customer experience. Zen wanted a system that was simple for both the management team and their advisors to use. As part of their ‘happy staff’ philosophy they wanted to find a solution that would make it easy for agents to easily check shifts, request shift changes, book annual leave (and get an instant response) and generally give them the flexibility to organise their lives outside of the office around their work commitments.
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Choosing a Solution
It took Zen 12 months to make a decision to go with Teleopti from Business Systems. Lesley Bell, Operations Manager of Zen said “Because we took so much time to make the decision, we were able to build great relationships with the team at Business Systems. It was very collaborative and it felt like we were working with people from within our own team. When it came to signing the contract and board approval, Alex our Salesperson was so supportive offering help and advice to support our business case”. Zen looked at a number of workforce management solutions but chose to partner with Business Systems after developing excellent relationships with the team. Demos were professional, and the patience of the team was second to none when it came to Zen requesting additional support and information. Lesley Bell said “Alex worked in the background to bring the solution to life for us, which helped us to put the business case forward to our board”.
Zen Internet were most impressed with the mobile app MyTime. As a staff centric organisation, they wanted to focus on the needs of the employee and found MyTime allowed their staff to access their schedule, check shifts, shift swap and process holiday/leave requests with instant responses. This tool has proved particularly popular with the staff as they feel they are more in control of planning their lives outside of the office. Zen also plan to start using shift preferences via the mobile app whereby their agents can make the scheduler aware if they have a preference for a specific shift.
For Zen the ability to have the right number of people in the right place at the right time, means they are able to provide an improved customer service. They can now run forecasts quickly and efficiently, providing them with the visibility into the current situation and ensuring that they are not set up for ‘a fail’. ‘What if’ scenarios can also be created. One way Zen used this tool was to help them better understand how preference-based scheduling would work for them before they decided to implement it. They can easily run a scenario to look at what would happen if the volume of calls went up by 10% or 20% to ensure they can meet expected service levels. Historical data can also be used for bank holidays, for example a call centre could take data from the last 5 bank holidays and look at the volume of calls and also profile when that volume will come in, helping them to forecast and schedule for the next one. Lesley Bell said “Business Systems have been very helpful from start to finish. Teleopti is fantastic for creating different scenarios with my forecasting which I did not have before. The software allows me to make informed decisions regarding assigning workload whilst being able to forecast with better accuracy potential challenges which could come up when managing the day-to-day operation of the department”.
With the schedule production, schedules can now be created years in advance, however the dates published to agents can be whatever Zen wants them to be. When the unexpected happens, for example a high level of absence on the day or an influx in the volume of calls, there is a re-optimisation function that Zen can run at a touch of a button. So, if they’re missing a couple of people who have skills in a specific area the tool will move people around to ensure customers get the best service levels with the available staff. This also works for when there is less volume and agents can be pushed onto email. This can all happen at the click of a button!
Within Calabrio Teleopti WFM it’s also possible to create combinations of shifts to enable agents to work across multiple channels such as email, chat and inbound phones in the same day if required. Zen also use agent proficiency for new starters. The tool will factor in proficiency when calculating the number of agents required in that period and this information can be pre-loaded and the proficiency automatically increases week after week.
Implementation, Training and Go-live
The solution was initially implemented across Zen’s Small Business and Residential divisions; however they will be rolling it out to their new channel team as part of their business expansion and growth plans, the Business Systems team worked closely with Zen and Kay-Leigh Butler their Resource Planning Analyst acted as Project Manager. Lesley Bell of Zen said “The consultants from Business Systems were lovely and supportive and really focused on what was in our best interests and how to make it as straightforward as possible for us. It is obvious they are used to working with partners and demonstrated real patience”.
Lesley also said “The implementation and go-live was beyond smooth, it was completely painless. We got to the point where we got to our go-live date and my resource guru Kay-Leigh thought we did not even need Business Systems on-site, however the guys were really keen to be with us which was great. There were no hiccups and very few questions from the front line. This was partly because our agents were really enthusiastic about it, they had been on a workshop, they’d been involved in demos and knew what Teleopti looked like”.
The Business Systems WFM Consultants provided two 3-day workshops where the two teams worked together to achieve optimal set-up and maximum ROI from the outset. The Business Systems Consultants have hands-on experience of working in Contact Centres across various sectors so were able to guide Zen on setting up teams, gathering and pulling out previous call data so forecasting could start ready for the planning and shift rollouts.
User adoption was quick with both the agents and their Resource Planning Analyst, Kay-Leigh Butler. Kay-Leigh had never used a workforce management tool before but is now self-sufficient due to the intense training, consultancy and a bespoke user guide that was provided.
Support and Service
Zen have a variety of options when it comes to on-going support and service. They have access to the Business Systems Customer Service desk, which incorporates a team of technical support engineers and have a proven track record of meeting 99.999% of all Service Level Agreements. There is also an online Forum available from Teleopti which contains instructions on how to use functionality and definitions of terminology used.
Lesley Bell said “We use the online forum mostly for support, there have been a few things we’ve gone to the consultants about, however we’re pretty self-sufficient. We did ask a lot of questions initially when looking at the system, but nothing was too much trouble for Business Systems. It’s been a real collaboration but without there being any pressure”.
Zen Internet are realising new benefits all the time with the introduction of Calabrio Teleopti WFM, particularly around employee engagement, improving the customer experience and efficiency.
The time savings are considerable, for example running the forecast manually used to take them half a day and can now be done in minutes. As Zen are in the process of a reorganisation, many questions are being asked and the Resource Planner is easily able to drill down through the data to answer these complex queries which previously would have taken days to answer. For example, Zen wanted to investigate running an 8.00am to 8.00pm shift, they needed to know how many staff they would need to cover it and they were easily able to answer that query in a matter of minutes. Zen’s primary focus is ‘people first’, they believe it’s about the difference it can make to people – both employees and customers. So, they were particularly impressed with how many hours they have been able to schedule and deliver to their teams around personal development. This has gone up to 75 hours compared to 12 hours in previous months. The availability of agents is much clearer and they can easily understand the impact of taking an advisor off line to invest in their development.
Lesley Bell said “Just having the right number of people in the right place at the right time has improved the customer experience and it’s definitely improved the employee experience. The mobile app MyTime has really improved employee engagement as it allows them to plan their personal life around their work commitments. The automation of holiday requests has made our Resource Planner’s job a lot less admin heavy”. Processing times have been significantly reduced and visibility has increased with the ability to access real-time data quickly at a click of a button. Zen are able to make more informed business decisions to improve operational efficiency whilst becoming more agile as an organisation, which will be particularly useful throughout their reorganisation and growth.
Currently, Calabrio Teleopti WFM has been implemented in the Small Business and Residential business used by the Technical Support Operations Team and long-term Zen would like all agents on board. They are also looking at gamification for motivating their employees in a fun way. They will be able to enter their own KPI’s via a CSV file to look at CSAT or quality scores for example. Speech Analytics is another area they have started to investigate.
What does the future hold for Zen and Business Systems? Lesley Bell of Zen said “We see this relationship as very much a collaboration and partnership, we’ve been very open and transparent with the team at Business Systems, we have shared our future business opportunities and aspirations with them. We absolutely know that as these future plans progress over the coming months that I can pick up the phone to Business Systems any time because it feels like a real partnership and the guys feel like an extended part of our team”.